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Field Service Engine Technician

2 months ago

Toowoomba City, Australia Cummins Full time

POSITION SUMMARY

The Engine Field Service Technician serves as a technical expert and primary point of contact for customers, responsible for diagnosing and executing intricate repairs on engine products directly at the customer's location.

Key Responsibilities:

  • Fosters and continuously enhances productive relationships with customers, ensuring their needs are addressed promptly and efficiently.
  • Utilizes specialized tools and adheres to established procedures and policies to diagnose and carry out complex repairs on-site.
  • Conducts preventative maintenance tasks according to documented schedules and standards for engines and associated components in the field.
  • Escalates unresolved technical issues to product specialists or supervisors as necessary.
  • Mentors and develops junior technicians and apprentices, sharing knowledge and expertise; may oversee work direction and review repair plans and parts lists.
  • Completes necessary documentation, including service worksheets, timesheets, warranty claims, and quality documents, either through handwritten forms or business system inputs.
  • Identifies and pursues additional sales and service opportunities with customers.
  • Engages in training aligned with skill development and business needs.
  • Maintains service vehicle and tools in a clean and operational state.
  • Ensures compliance with all relevant Health, Safety, and Environmental policies, procedures, and regulations, reporting any issues or incidents to management.

CORE COMPETENCIES:

  • Effective Communication: Develops and delivers communications that address the unique needs of diverse audiences.
  • Customer-Centric Approach: Builds strong relationships with customers, delivering tailored solutions.
  • Talent Development: Cultivates team members to achieve both personal career aspirations and organizational objectives.
  • Complex Problem Solving: Navigates complex information to resolve issues effectively.
  • Conflict Management: Addresses conflict situations efficiently and calmly.
  • Self-Improvement: Actively seeks opportunities for growth and challenges through various development channels.
  • Health and Safety Advocacy: Promotes proactive health and safety practices, contributing to a culture of safety and injury prevention.
  • Diagnostic Skills: Translates customer concerns into troubleshooting plans, employing specialized tools and procedures to isolate and resolve issues.
  • Electronic Tool Proficiency: Utilizes appropriate electronic tools for maintenance and troubleshooting, interpreting results to guide service actions.
  • Engine Systems Analysis: Analyzes interactions of mechanical and electrical systems to accurately diagnose and repair issues.
  • Product Maintenance: Executes repairs and maintenance on mechanical and electrical products, ensuring quality and efficiency.
  • Service Record Keeping: Accurately documents customer, equipment, and technical information in the service management system.
  • Technical Issue Escalation: Gathers technical information and escalates issues as needed, ensuring timely customer responses.
  • Value Diversity: Appreciates the contributions of diverse perspectives and cultures within the organization.

EDUCATION AND EXPERIENCE:

  • Preferred: Apprentice Trained Engine Technician
  • Vocational diploma from a relevant technical institution
  • Valid local driving permit
  • This role may require compliance with export controls or sanctions regulations.

EXPERIENCE:

  • Extensive field service experience
  • Expertise in engine products
  • Customer service experience
  • Experience in providing technical guidance to junior technicians is preferred.

QUALIFICATIONS:

We seek a proactive team leader capable of maximizing team performance. This role involves being the primary contact for customers and delivering results aligned with key performance indicators. You will guide a motivated team of field technicians, with a strong emphasis on customer service and support, while being accountable for achieving monthly targets.