Engine Field Service Technician - Level III

A customer-focused individual contributor responsible for providing advanced service engineering support in the field. This role involves diagnostics, repairs, and technical guidance for engine systems, with a focus on resolving critical and repeated issues. The Junior Shop Manager -2 works closely with field engineers, lab teams, and technical support to ensure timely issue resolution, data collection, and performance monitoring of customer vehicles.

Key Responsibilities

• Provide rapid response and technical support for critical field issues.
• Support Techline and AL Tech Line teams for issue resolution and vehicle turnaround.
• Track and update daily issue resolution via internal release trackers.
• Implement SOPs for handling critical field issues.
• Attend to repeated failures in customer vehicles and capture real-time data.
• Guide field engineers in breakdown resolution and data collection.
• Coordinate DEF/Fuel/Oil sample collection and lab analysis.
• Ensure timely return of failed parts to PCP for engineering analysis.
• Install data loggers on customer vehicles for performance tracking.
• Organize field resources for immediate support and diagnostics.
• Coordinate with engineering and lab teams for part analysis and resolution.
• Attend and update field issues in EP-FIRG forums.
• Implement STEP 3 & STEP 6 solutions in field vehicles and monitor performance.
• Supervise contract resources for vehicle data collection and restoration.
• Analyze field failures and define accurate problem statements.
• Perform complex diagnostics, repairs, and preventative maintenance on engine systems.
• Escalate unresolved issues to product specialists or supervisors.
• Document service activities, warranty claims, and quality reports.
• Identify additional service opportunities and support customer satisfaction.
• Maintain service vehicle and tools in optimal condition.
• Ensure compliance with health, safety, and environmental policies.

Qualifications

Internal Candidates

• Apprentice Trained Engine Technician (Preferred).
• Vocational diploma from a relevant technical institution.
• Locally valid driving permit.
• Intermediate level knowledge obtained through training or on-the-job experience.

External Candidates

• Significant field service work experience.
• Diploma in Mechanical or Electrical Engineering.
• Expert-level knowledge of engine products.
• Experience in customer service and technical coaching (preferred).

Core Competencies

• Communicates Effectively – Tailors communication to audience needs.
• Customer Focus – Builds strong relationships and delivers solutions.
• Develops Talent – Coaches and supports team development.
• Manages Complexity – Analyzes and simplifies complex issues.
• Manages Conflict – Resolves issues with minimal disruption.
• Self-Development – Pursues growth through formal and informal channels.
• Health and Safety Fundamentals – Promotes a safe work culture.
• Diagnostics Application – Troubleshoots and validates repairs.
• Electronic Service Tool Application – Uses tools for diagnostics and maintenance.
• Engine Systems Interactions – Diagnoses system-level interactions.
• Product Repair and Maintenance – Performs quality repairs and inspections.
• Service Documentation – Captures and verifies service data.
• Technical Escalation – Elevates and documents unresolved issues.
• Values Differences – Embraces diverse perspectives and cultures.

Skills And Experience

• 1–3 years of relevant experience in service engineering or mechanical testing.
• Strong understanding of engine systems and interactions (fuel, exhaust, cooling, etc.).
• Proficiency in diagnostics using electronic service tools and software.
• Experience in data logger installation and real-time data analysis.
• Ability to guide and mentor field engineers and technicians.
• Familiarity with service documentation and escalation protocols.
• Hands-on experience with mechanical/electrical repairs and maintenance.
• Strong coordination and communication skills across teams.
• Ability to manage complexity and resolve conflicts effectively.
• Customer-focused mindset with a drive for results.

Additional Information

• This position may require licensing for compliance with export controls or sanctions regulations.
• Candidates must be eligible to work in the region and meet applicable certification requirements.

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.