Engine Field Service Technician - Level II

Job Summary

The Engine Field Service Technician - Level II is responsible for diagnosing, maintaining, and completing less complex repairs on engines and related components at customer sites. The role requires a strong customer focus, sound technical knowledge, effective troubleshooting skills, and adherence to Cummins’ safety, quality, and service standards.

The role may be considered for both internal and external candidates, based on relevant qualifications, technical capability, experience, and business requirements.

Key Responsibilities

• Diagnose and complete less complex repairs on engines and related components at customer sites using approved procedures, service publications, specialized tools, and electronic service tools.
• Engage with customers in a courteous and professional manner, understand their needs, and provide prompt and effective service solutions.
• Translate customer complaints into structured troubleshooting plans and identify failed components through appropriate diagnostic methods.
• Perform preventive maintenance activities in accordance with documented schedules, procedures, and technical standards.
• Identify, prepare, and use the required parts, tools, equipment, and service information to complete repairs efficiently and accurately.
• Apply knowledge of engine mechanical and electrical systems, including fuel, cooling, exhaust, aftertreatment, sensors, controls, and related systems, to diagnose and resolve issues.
• Validate completed repairs by confirming that the reported issue has been resolved and the equipment is operating as required.
• Escalate unresolved or complex technical issues to experienced Field Service Technicians, technical experts, or the Supervisor, as appropriate.
• Accurately complete service documentation, including service worksheets, timesheets, warranty claims, quality records, and required information in business systems.
• Maintain accurate customer, equipment, technical, and troubleshooting records to support service history and future diagnostics.
• Identify additional service opportunities and communicate relevant customer needs to support service excellence.
• Maintain service vehicles, tools, and equipment in a clean, safe, and operational condition.
• Complete required technical and developmental training in line with individual skill requirements and business needs.
• Comply with all applicable Health, Safety & Environmental policies, procedures, standards, and legislation, and promptly report incidents, hazards, or other concerns to site management and the Supervisor.
• Promote a professional, customer-focused, and safety-oriented approach across all field service activities.

Key Competencies

• Effective Communication: Communicates clearly and professionally across different audiences and situations.
• Customer Focus: Builds positive customer relationships and delivers solutions aligned with customer needs.
• Diagnostics & Troubleshooting: Uses structured troubleshooting approaches, technical information, service tools, and measurements to identify and resolve product issues.
• Electronic Service Tool Application: Selects and effectively uses appropriate electronic hardware and software tools for diagnosis, maintenance, and repair.
• Engine Systems Knowledge: Understands the interaction between mechanical and electrical engine systems and applies this knowledge to field diagnostics and repair.
• Product Repair & Maintenance: Performs repairs, maintenance, component replacement, disassembly, and assembly in accordance with approved procedures and quality standards.
• Service Documentation: Accurately records technical information, troubleshooting activities, repairs, and service outcomes in the required systems.
• Technical Escalation: Recognizes issues requiring additional expertise and escalates them appropriately while ensuring complete documentation of troubleshooting performed.
• Health & Safety: Demonstrates proactive safety behavior, identifies hazards, follows HSE requirements, and contributes to a safe working environment.
• Manages Complexity: Analyzes technical information and applies sound judgment to resolve field service issues.
• Self-Development: Demonstrates a willingness to learn, develop technical capability, and complete required training.
• Develops Talent: Supports knowledge sharing and contributes to the development of colleagues where appropriate.
• Values Differences: Works effectively with people from diverse backgrounds and values different perspectives.

Qualifications

• Vocational diploma/certificate from a relevant technical institution.
• Apprentice-trained Engine Technician qualification is preferred.
• Locally valid driving permit/license.
• Any additional technical certifications relevant to engine, mechanical, electrical, or field service activities would be advantageous.
• The position may require applicable licensing or authorization to comply with export control and sanctions regulations.

Skills

• Basic to intermediate troubleshooting and diagnostic skills for engines and related systems.
• Ability to use mechanical and electronic service tools and diagnostic equipment.
• Ability to interpret service manuals, technical publications, diagnostic results, and repair procedures.
• Basic understanding of mechanical and electrical engine systems.
• Ability to perform preventive maintenance and less complex repairs independently.
• Good customer service and interpersonal skills.
• Ability to accurately complete service reports, warranty documentation, timesheets, and electronic service records.
• Good problem-solving and analytical skills.
• Ability to work safely and effectively at customer sites.
• Ability to identify when technical escalation is required.
• Willingness to travel and work in field/customer-site environments as required.

Experience

• Basic level field service experience is preferred.
• Intermediate-level knowledge of and/or experience with engine products.
• Experience in engine maintenance, repair, troubleshooting, or related technical service environments.
• Customer service experience, preferably in a technical or field service environment.
• Experience using diagnostic tools, service software, and technical documentation would be advantageous.

Candidate Profile

The ideal candidate will be a technically capable and customer-focused professional who can independently handle routine field service activities and less complex engine repairs while recognizing when issues require escalation. The candidate should demonstrate strong safety awareness, willingness to learn, disciplined service documentation, and the ability to build effective customer relationships.

Key account manager service for HHP segment.

Adherence to Service Level Agreement (SLA), HSE guidelines and other business compliance.

1. Have clear understanding of contract scope and discuss with all the concerned at dealership on the commencement of any new contract.

2. Support dealership and solution team to prepare an accurate PM schedule.

3. Failure trend analysis especially under LHP CAMC and ensure stocking of parts as per FTA through DAMs.

4. Ensure the team reviews open SRN regularly and supporting dealership on PM and breakdown SLA compliance.

5. Ensure 100 % utilization of contract cap value. Have a monthly review of parts consumption to be tracked and ensure consumption of supplied parts are as per agreed cap value of individual contract. Prepare proactive maintenances and parts replacement in order to prevent breakdowns and share with the customer as per capped value yearly.

6. Ensure that vendor evaluation score should be above 95% for all the CAMC customers

Develop relationship with customer

1. Prepare and update key / CAMC customer profiles highlighting decision-making positions. Update yearly

2. Plan proactive customer engagement and comply. Plan monthly 10 customer / month

3. Create 100% activities against all the action points decided in the meeting and track to close as per the agreed timelines. Also keep the customer posted with updates for the Open action items. Within 3 days of the meeting.

4. Conduct QBR / MIS with key CAMC customers. Quarterly

5. Identify critical success factor of all the key customer in the region and prepare customer support plan accordingly.

6. Aim to improve the percentage of customer issues resolved on the first contact, minimizing escalations and enhancing overall customer satisfaction.

PM Quality Enhancement

1. ensure that all CAMC service KAMs carryout service quality audits at least for 5 DGs in a month based on 2 previous PMs done and share report with HOD, maintain a tracker with before and after audit status.

2. Release consolidated report with findings and improvement plan and track the improvement in processes at dealership.

3. Conduct preventative maintenance trainings per dealership. Cover all branches through Area offices KAMs

4. Drive seasonal check-ups / maintenance campaigns. -> Seasons / geographical locations

5. Audit DG sets older than 10 years through AO KAMs. min 5 DGs / month

6. Drive alternator maintenance compliance with all the CAMC customers. Increase in Alternator maintenance SRNs by 20% over previous year.

7. Conduct health checks and lube oil sample analysis. Prepare and release an yearly plan and release compliance status monthly.

Predictive Maintenance Drive

1. Analyse service data of 5 Key customer's in the area at least for last 2 years and identify parts support gaps and failure trend and take proactive measures to prevent the failures for HHP/LHP at key customers. Publish the analysis once in 6 months.

2. Identify the engines having clocked more than 5000 hours or 5 years, whichever is earlier and carry out health check ups to demonstrate our value added services to customer.

3. Submit RCA of all the failure to the customer within 3 days along with CAPA