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.
