Job Summary:
Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs to engine products at the customer s site.
Key Responsibilities:
- Establish and maintain productive customer relationships, ensuring prompt and efficient customer service.
- Utilize specialized tools and documented procedures to diagnose and complete complex repairs at customer locations.
- Perform preventative maintenance on engines and related components in the field according to schedules and standards.
- Escalate unresolved technical issues to product specialists or supervisors.
- Provide coaching, development, and knowledge transfer to technicians and apprentices; may review repair plans and parts lists.
- Complete required documentation such as service worksheets, timesheets, warranty claims, and quality documents.
- Identify and communicate additional sales and service opportunities with customers.
- Maintain service vehicle and tools in proper operating condition.
- Ensure compliance with all relevant Health, Safety, and Environmental policies and report any issues or incidents.
Experience:
- Significant field service work experience.
- Expert-level knowledge of and/or experience with engine products.
- Customer service experience.
- Experience providing technical advice and coaching to junior technicians (preferred).
Skills:
- Managing critical and hard-to-diagnose cases escalated from dealerships and sharing field learnings.
- Acting as a subject matter expert on controls and electrical systems to enhance dealership response team capabilities.
- Developing training and capability-building initiatives for dealership teams on engine control modules (ECMs) and electrical diagnostics.
Competencies:
- Communicates Effectively: Conveying clear and precise messages tailored to different audiences.
- Customer Focus: Building strong relationships and delivering customer-centric solutions.
- Develops Talent: Supporting employee development to meet career and organizational goals.
- Manages Complexity: Analyzing complex information to resolve issues efficiently.
- Manages Conflict: Addressing conflicts constructively with minimal disruption.
- Self-Development: Actively pursuing new learning opportunities through formal and informal channels.
- Health and Safety Fundamentals: Promoting and modeling proactive health and safety behaviors.
- Diagnostics Application: Identifying and troubleshooting issues using specialized equipment and software.
- Electronic Service Tool Application: Utilizing appropriate hardware and software tools for diagnostics and repairs.
- Engine Systems Interactions: Analyzing electrical and mechanical system interactions for accurate diagnoses and repairs.
- Product Repair and Maintenance: Conducting mechanical/electrical repairs using the required tools while adhering to standard repair times.
- Service Documentation: Ensuring accurate record-keeping of customer, equipment, and technical service data.
- Technical Escalation: Addressing technical issues efficiently and escalating as needed.
- Values Differences: Recognizing and appreciating diverse perspectives and cultural contributions.
Education, Licenses, and Certifications:
- Apprentice Trained Engine Technician (Preferred).
- Vocational diploma from a relevant technical institution.
- Locally valid driving permit.
- Licensing may be required for compliance with export controls or sanctions regulations.
Role: Service Engineer
Industry Type: Automobile
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: After Sales Service & Repair
Education
UG: Diploma in Mechanical
PG: Any Postgraduate
