DESCRIPTION

Job Summary:

Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs on engine products at customer sites.

Key Responsibilities:

Establish and maintain productive customer relations, ensuring prompt and efficient attention to customer needs.
Utilize specialized tools and documented procedures to diagnose and perform complex engine repairs at customer sites.
Conduct preventative maintenance activities per documented schedules and standards.
Escalate unresolved technical issues to product specialists or supervisors.
Coach and mentor technicians and apprentices by transferring knowledge and providing work direction.
Review repair plans, parts lists, and necessary documentation to ensure efficient service execution.
Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents.
Identify additional sales and service opportunities through customer interactions.
Maintain and clean service vehicles and tools to ensure proper operation.
Ensure adherence to all Health, Safety, and Environmental (HSE) policies , and report any issues or incidents to site management and supervisors.

RESPONSIBILITIES

Core Competencies:

Communicates Effectively – Develops and delivers multi-mode communications that cater to different audiences.
Customer Focus – Builds strong customer relationships and delivers customer-centric solutions.
Develops Talent – Supports and mentors others in their career and skill development.
Manages Complexity – Analyzes high-volume, sometimes contradictory, information to resolve issues efficiently.
Manages Conflict – Effectively handles difficult situations with minimal disruption.
Self-Development – Continuously seeks opportunities to enhance knowledge and skills.
Health and Safety Fundamentals – Champions and enforces proactive safety behaviors to foster a culture of injury-free operations.
Diagnostics Application – Translates customer complaints into troubleshooting plans and executes repair strategies using electronic and mechanical service tools.
Electronic Service Tool Application – Utilizes a suite of hardware and software tools to diagnose and repair engine products efficiently.
Engine Systems Interactions – Analyzes interactions between internal and external engine systems (exhaust, cooling, fuel systems, aftertreatment, sensors, etc.) to diagnose and resolve issues.
Product Repair and Maintenance – Follows guidelines for mechanical/electrical product repair, ensuring a quality outcome within standard repair times.
Service Documentation – Accurately records service work performed, ensuring historical tracking and payment validation.
Technical Escalation – Gathers and escalates unresolved technical issues while maintaining detailed documentation of troubleshooting steps.
Values Differences – Recognizes and appreciates diverse perspectives in a collaborative work environment.

Education, Licenses, and Certifications:

Preferred: Apprentice-Trained Engine Technician.
Vocational diploma from a relevant technical institution .
Mandatory: Locally valid driving permit.
May require licensing for compliance with export controls or sanctions regulations .

Experience:

Extensive field service experience working with engine products .
Expert-level knowledge of engine systems, diagnostics, and repairs .
Prior experience in customer service and technical problem resolution .
Experience in mentoring and training junior technicians (preferred).

QUALIFICATIONS

Additional Skills:

Establish and maintain productive customer relations, ensuring prompt attention to their needs.
Use specialized tools and follow documented procedures to diagnose and perform complex repairs on engines and related components at customer sites.
Conduct preventative maintenance activities as per documented schedules and standards.
Escalate unresolved issues to product specialists or supervisors.
Coach and mentor technicians or apprentices by transferring knowledge and providing work direction.
Review repair plans, parts lists, and other necessary documentation.
Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents.
Identify additional sales and service opportunities during customer interactions.
Maintain and clean service vehicle and tools to ensure proper operation.
Adhere to all Health, Safety, and Environmental policies and report any incidents to management and supervisors.

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