Job Description

Field Service Engineer- Mining SupportDescriptionTechnical specialist and primary customer support contact to diagnose and execute complex repairs to engine products at the customers site.Establishes and continually develops productive customer relations and ensures prompt and efficient attention to customer needs.Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete complex repairs at customer site.Performs preventative maintenance activities as per documented schedules and standards on engines and related components in the field.Escalates unresolved issues to product specialists or supervisor.Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review repair plans, parts lists, etc.Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.Identifies additional sales and service opportunities with customer.Completes training in line with skill and business requirements.Maintains service vehicle and tools for cleanliness and proper operation.Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor.QualificationsSkillsCommunicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.Manages conflict - Handling conflict situations effectively, with a minimum of noise.Customer focus - Building strong customer relationships and delivering customer-centric solutions.Develops talent - Developing people to meet both their career goals and the organizations goals.Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.Education, Licenses, CertificationsApprentice Trained Engine Technician (Preferred)Vocational diploma from relevant technical institutionLocally valid driving permitThis position may require licensing for compliance with export controls or sanctions regulations.ExperienceSignificant field service work experienceExpert level knowledge of and/or experience with engine productsCustomer service experienceExperience providing technical advice and coaching to more junior technicians (preferred)Good exposure / knowledge on Mining equipmentKnowledge on Tier IV Engine is advantage as OEM is presently introduced Tier IV Engine in Mining Trucks.Knowledge of Min Max of parts availability on the FTA. Work with OEM to understand their parts requirement and liaisons with OEMs to execute parts orders and thereby improve vehicle uptime.Develop the Dealer Engineer technical capability so team can attend and resolve the Mining sites issue quickly with RFT.Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise through TSR, involving RRT, balancing timeliness of customer response with investigation efforts.Creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in system in order to have an accurate record of the work done.Prepare MIS share it on monthly basis to HO / AO & with OEM. Engagement with OEM through the monthly meeting and follow the tracker.Bi-monthly Engine health check of all equipments powered by Cummins Engine.Job SERVICEPrimary Location India-Rajasthan-Jaipur-India, Jaipur, DBU Area Office (ST605)Job Type ShopRecruitment Job Type TechnicianJob Posting Jun 4, 2024, 8:15:18 AMUnposting Date OngoingOrganization Distribution BusinessRole Category Hybrid - Potential for Partial RemoteRelocation Package EligibleReq ID: 240004ER

Cummins