Engine Field Service Technician - Level II

Field Service Engineer

The Field Service Engineer acts as a technical specialist and primary customer support contact, independently diagnosing and completing repairs to Cummins products at customer sites. This role involves hands-on service, troubleshooting, training, and support for both internal and external stakeholders, ensuring optimal product performance and customer satisfaction under limited supervision.

Key Responsibilities

• Perform hands-on diagnostics and repairs on engines and aftertreatment systems at the vehicle level.
• Troubleshoot issues on vehicles, engines, gensets, and construction equipment.
• Utilize electronic service tools such as Insite for diagnostics and analysis.
• Strip down and rebuild components like turbochargers, dosing systems, and fuel systems to identify and resolve failures.

Customer Support & Warranty Handling

• Provide aftermarket service support to CCCs (Cummins Care Centers) and distributors.
• Attend and resolve field failures (AIS) for BSIV and BSVI vehicles within minimal turnaround time.
• Handle warranty cases and determine appropriate warranty disposition.
• Support infant care and emerging field issues for both CMI and non-CMI customers.
• Ensure timely dispatch of failed parts to the plant for analysis and feedback.

Training & Capability Building

• Organize and deliver technical training sessions for OEMs and CCC service centers.
• Enhance technical capabilities of CTT ASCs through service support and parts availability.
• Maintain and update the ePIR database with incident reports and resolution details.

Service Operations & Documentation

• Conduct service center audits and implement corrective actions.
• Maintain a comprehensive service database to support monthly reporting and performance tracking.
• Perform preventive maintenance activities as per documented schedules and standards.
• Complete service documentation including worksheets, timesheets, warranty claims, and quality reports.

External Qualifications and Competencies

Qualifications

• Vocational diploma from a recognized technical institution.
• Apprentice Trained Engine Technician (Preferred).
• Valid local driving permit.
• This position may require licensing for compliance with export controls or sanctions regulations.

Core Competencies

• Communicates Effectively – Tailors communication to meet the needs of diverse audiences.
• Customer Focus – Builds strong relationships and delivers customer-centric solutions.
• Develops Talent – Supports the growth and development of others through training and mentorship.
• Manages Complexity – Analyzes complex information to solve technical problems effectively.
• Self-Development – Pursues continuous learning and professional growth.
• Health and Safety Fundamentals – Promotes a proactive safety culture and ensures compliance with HSE standards.
• Diagnostics Application – Translates customer complaints into actionable troubleshooting plans using specialized tools and workflows.
• Electronic Service Tool Application – Utilizes electronic tools to diagnose and resolve service issues.
• Engine Systems Interactions – Understands and analyzes interactions between mechanical and electrical systems for accurate diagnostics.
• Product Repair and Maintenance – Performs quality repairs and maintenance using standard procedures and tools.
• Service Documentation – Accurately records service activities and technical data for traceability and reporting.
• Technical Escalation – Effectively escalates unresolved technical issues and documents troubleshooting steps.
• Values Differences – Embraces diverse perspectives and fosters an inclusive work environment.

Additional Responsibilities Unique to this Position

Skills and Experience

• Basic to intermediate level field service experience.
• Hands-on experience with engine systems and aftertreatment technologies.
• Proficiency in using electronic diagnostic tools (e.g., Insite).
• Strong troubleshooting skills across various platforms (vehicles, gensets, construction equipment).
• Experience in customer service and technical support.
• Ability to conduct training and technical audits.
• Familiarity with warranty handling and service documentation processes.

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.