Job Summary:
Technical specialist and regular customer support contact to diagnose and complete less complex repairs to Cummins products at a single customer’s site.
Key Responsibilities:
Engages customers in a courteous and professional manner. Anticipates 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 less complex repairs, including identifying and preparing required parts and tools Coaches on preventative maintenance activities and basic repairs completed by customer employees Escalates unresolved issues to more experienced On Site Technicians and/or Supervisor Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens. Completes training in line with skill and business requirements Maintains work area 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 Competencies:Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Develops talent - Developing people to meet both their career goals and the organization’s goals.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
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.
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.
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.
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.
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.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
Apprentice Certified Power Generation or Engine Technician (Preferred)
Vocational diploma from relevant technical institution
Current relevant electrical certification (optional)
Locally valid driving permit
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Basic level field service work experience
Intermediate level knowledge of and/or experience with power generation or engine products
High Voltage/ Low Voltage experience (optional)
Customer service experience
Cultiva una imagen positiva de la compañía a través de interacciones cooperativas, comprensivas y corteses con compañeros de trabajo, clientes y la gerencia, demostrando profesionalismo de manera constante.
Anticipa y garantiza una atención inmediata y eficiente de las necesidades del cliente.
Aplica los tiempos de reparación estándar (SRT) y sigue los procesos, procedimientos y políticas aplicables para diagnosticar y realizar reparaciones moderadamente complejas y programa el mantenimiento del motor, lo que incluye preparar las herramientas y piezas requeridas.
Proporciona capacitación sobre actividades de mantenimiento preventivo y reparaciones básicas a los empleados del cliente, cuando sea necesario.
Deriva los problemas no resueltos a los técnicos con más experiencia en el sitio y/o a los supervisores.
Completa la documentación requerida, como hojas de trabajo de servicio, hojas de tiempo, reclamos de garantía y documentos de calidad, usando formularios escritos o pantallas de ingreso del sistema empresarial.
Completa la capacitación de acuerdo con los requisitos comerciales y de habilidades.
Mantiene la limpieza y el correcto funcionamiento de las herramientas y el área de trabajo.
Garantiza el cumplimiento de todas las políticas, procedimientos y legislaciones relevantes en materia de salud, seguridad y medio ambiente y las capacitaciones de calidad, e informa rápidamente cualquier problema o incidente a los supervisores.
Cumple con los ajustes en el lugar de trabajo, las responsabilidades laborales, etc., según lo requieran los estándares regulatorios del sector y el desarrollo comercial.
