Engine Field Service Technician - Level III

DESCRIPTION

Job Summary:

As a technical specialist and primary customer support contact, the Engine Field Service Technician diagnoses and executes complex repairs on engine products at customer sites. The role requires advanced troubleshooting, repair skills, and customer interaction, ensuring engine issues are addressed promptly and efficiently.

Key Responsibilities:

• Establish and maintain productive customer relationships, ensuring prompt attention to customer needs.
• Diagnose and complete complex engine repairs using specialized tools, adhering to documented procedures and policies at customer locations.
• Perform preventative maintenance on engines and related components according to schedules and standards in the field.
• Escalate unresolved technical issues to product specialists or supervisors for further analysis.
• Coach, mentor, and provide guidance to technicians or apprentices, offering direction and reviewing repair plans and parts lists when necessary.
• Complete and maintain required documentation, such as service worksheets, warranty claims, and timesheets, using both handwritten forms and business systems.
• Identify and communicate additional sales and service opportunities to customers.
• Maintain a clean and operational service vehicle and tools.
• Ensure adherence to all Health, Safety, and Environmental (HSE) policies and procedures, and report incidents to site management and supervisors.

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• Communicates Effectively: Develop and deliver multi-mode communication, understanding the unique needs of different audiences.
• Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
• Develops Talent: Foster professional development in others by sharing knowledge and providing work direction.
• Manages Complexity: Analyze and solve complex technical issues with a focus on quality and accuracy.
• Manages Conflict: Handle conflict situations with tact and minimize disruptions.
• Self-Development: Continuously seek new learning opportunities through formal and informal development channels.
• Health and Safety Fundamentals: Promote and participate in activities that build a safety culture and contribute to a zero-injury workplace.
• Diagnostics Application: Develop troubleshooting plans based on customer complaints, using service tools and software to diagnose and repair engine issues.
• Electronic Service Tool Application: Identify and utilize the appropriate hardware and software tools for diagnosis and maintenance, interpreting results to resolve issues.
• Engine Systems Interactions: Analyze electrical and mechanical system interactions using tools and measurements for accurate diagnosis and repair.
• Product Repair and Maintenance: Perform repairs following guidelines, using required tools to ensure high-quality repairs and minimize customer costs.
• Service Documentation: Capture customer, equipment, and service information accurately using business systems for record-keeping and future reference.
• Technical Escalation: Elevate technical issues to higher expertise levels when necessary, ensuring accurate documentation and timely customer response.
• Values Differences: Recognize and appreciate diverse perspectives and cultural backgrounds.

• Apprentice Trained Engine Technician (Preferred)
• Vocational diploma from a relevant technical institution
• Valid local driving permit
• Licensing may be required for compliance with export control or sanctions regulations.

• Extensive field service experience in engine products
• Expert-level knowledge of engine systems and components
• Experience in customer service, with a proven ability to provide technical advice and coach junior technicians (preferred)

• Monitoring Preventive Maintenance (PM) and Service Level Agreement (SLA) compliance
• Analyzing and providing Root Cause Analysis (RCA) reports to customers
• Conducting site audits and releasing reports
• Holding meetings with customers and dealers to address issues and track progress
• Creating and releasing Minutes of Meeting (MOM) and tracking action items