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Field Service Technician

2 months ago

Alice Springs, Northern Territory, Australia Cummins Inc. Full time
Job Summary

We are seeking a skilled Field Service Technician to join our team at Cummins Inc. in Australia. As a Field Service Technician, you will be responsible for diagnosing and completing less complex repairs to engines at the customer's site.

Key Responsibilities
  1. Customer Engagement: Engage customers in a courteous and professional manner, anticipating and ensuring prompt and efficient attention to customer needs.
  2. Repair and Maintenance: Apply the use of specialized tools and follow documented procedures and policies to diagnose and complete less complex repairs, including identifying and preparing required parts and tools.
  3. Preventative Maintenance: Perform preventative maintenance activities as per documented schedules and standards on engine and related components in the field.
  4. Issue Escalation: Escalate unresolved issues to more experienced Field Service Technicians and/or Supervisor.
  5. Documentation: Complete required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.
  6. Additional Service Opportunities: Identify additional service opportunities with customer.
  7. Training: Complete training in line with skill and business requirements.
  8. Vehicle and Tool Maintenance: Maintain service vehicle and tools for cleanliness and proper operation.
  9. Health and Safety: Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and report any issues/incidents to site management and to their supervisor.
Competencies
  1. Effective Communication: Communicate effectively with customers and colleagues to convey a clear understanding of the unique needs of different audiences.
  2. Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
  3. Talent Development: Develop people to meet both their career goals and the organization's goals.
  4. Complexity Management: Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  5. Self-Development: Actively seek new ways to grow and be challenged using both formal and informal development channels.
  6. Health and Safety Fundamentals: Champion and model 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.
  7. Diagnostics Application: Translate customer complaints to develop troubleshooting plan; troubleshoots issue following guided workflows, 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.
  8. Electronic Service Tool Application: Identify 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.
  9. 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.
  10. 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.
  11. 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.
  12. 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.
  13. Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications
  1. Apprentice Trained Engine Technician: Preferred
  2. Vocational Diploma: From a relevant technical institution
  3. Locally Valid Driving Permit: Required
  4. Licensing: This position may require licensing for compliance with export controls or sanctions regulations.
Experience
  1. Basic Level Field Service Work Experience
  2. Intermediate Level Knowledge of Engine Products
  3. Customer Service Experience