Job Description
The Engine Field Service Technician – Level I provides frontline technical support by performing preventive maintenance, basic diagnostics, and repair activities on Cummins engine products and related components at customer sites with minimal supervision. This role delivers high-quality customer service through both field and remote support, assists with equipment uptime by proactively monitoring customer assets, responds to customer enquiries across multiple communication channels, and ensures accurate service documentation while adhering to Cummins' safety, quality, and operational standards.
Key Responsibilities:
Field Service & Preventive Maintenance
- Perform scheduled preventive maintenance and basic repair activities on Cummins engines and related components at customer sites.
- Diagnose and resolve routine mechanical and electrical issues using approved service procedures, specialized diagnostic tools, and electronic service equipment.
- Prepare required parts, tools, and equipment to complete service activities efficiently.
- Escalate unresolved technical issues to senior Field Service Technicians or Supervisors while ensuring complete troubleshooting documentation.
- Maintain service vehicles, tools, and equipment in a safe, clean, and operational condition.
Customer Support & Remote Monitoring
- Deliver professional and timely customer service through field visits and remote support channels.
- Monitor customer assets and engine health using remote monitoring systems to identify potential issues before they impact equipment availability.
- Analyze live fault codes and provide immediate guidance to customers or proactively coordinate with dealers for timely issue resolution.
- Create and manage service cases for critical faults, assign actions to appropriate stakeholders, and monitor progress through to closure.
- Provide technical assistance and maintenance guidance over phone, email, chat, and remote monitoring platforms.
- Support customers by responding to enquiries related to service, maintenance, product information, parts availability, dealership locations, and technical documentation.
- Ensure customer concerns are addressed promptly and maintain regular communication until resolution.
Service Coordination & Documentation
- Complete service worksheets, timesheets, warranty claims, inspection reports, and technical documentation accurately using Cummins business systems.
- Record customer interactions, service activities, and troubleshooting details within service management and CRM systems.
- Prepare daily operational reports, fault analysis, and performance updates for internal stakeholders.
- Coordinate with dealers, field service teams, and cross-functional teams to facilitate timely issue resolution and customer support.
- Maintain accurate service records to support warranty administration, historical tracking, and continuous improvement.
Customer Experience & Continuous Improvement
- Handle customer enquiries, complaints, routine service requests, and information requests through multiple customer contact channels.
- Support proactive communication with customers by providing timely updates on service progress and issue resolution.
- Assist customers with information regarding authorized service locations, genuine parts, training programs, engine records, and service support.
- Identify opportunities to improve customer experience and recommend process improvements that enhance operational efficiency and service quality.
Health, Safety & Compliance
- Follow all Cummins Health, Safety and Environmental (HSE) policies, procedures, and applicable regulations.
- Use appropriate personal protective equipment (PPE) and promote safe work practices during all service activities.
- Ensure compliance with documented service procedures, quality standards, and business processes.
- Participate in required technical, product, safety, and customer service training to maintain and enhance technical capability.
Support business operations through rotational shift coverage, including weekends and holidays, where required.
Competencies:
- Customer Focus
- Communicates Effectively
- Ensures Accountability
- Plans and Aligns
- Self-Development
- Values Differences
- Health and Safety Fundamentals
- Diagnostics Application
- Electrical Knowledge
- Mechanical Knowledge
- Electronic Service Tool Application
- Product Repair and Maintenance
- Service Documentation
- Technical Escalation
- Customer Relationship Management
- Problem Solving
- Time Management
- Continuous Improvement
Qualifications - Vocational diploma, ITI, Diploma in Mechanical Engineering, Automobile Engineering, Diesel Mechanics, Electrical Engineering, or a related technical discipline required.
- Apprentice-trained Engine Technician certification preferred.
- Valid local driving license required.
- Additional technical certifications related to diesel engines, power generation, or heavy equipment are advantageous.
May require licensing or eligibility to comply with export controls or sanctions regulations where applicable.
Skills & Experience
Skills
- Basic engine diagnostics and troubleshooting
- Preventive maintenance and repair of diesel engines and related systems
- Mechanical and basic electrical repair knowledge
- Operation of electronic diagnostic and service tools
- Remote monitoring and fault code interpretation
- Customer service and contact center support
- Case management and service coordination
- Technical documentation and warranty administration
- CRM and service management system proficiency
- Effective verbal and written communication
- Problem-solving and analytical skills
- Time management and organizational skills
- Microsoft Office and business system proficiency
Health, safety, and environmental compliance.
Experience
- Minimal workshop, field service, or technical service experience required.
- Basic knowledge of diesel engines, power generation equipment, or related mechanical products.
- Experience in customer-facing technical support or service environments is preferred.
- Exposure to remote diagnostics, contact center operations, or customer support systems is an advantage.
- Willingness to work in a 24x7 rotational shift environment, including weekends and public holidays, based on business requirements.
*Qualifications for Internal Candidates
- Should have a prognostics approach towards Customer Assets operations and uptime , constantly monitoring live fault codes and should be capable to resolve select fault codes on call and or proactively escalating the issues to concerned dealership for immediate resolution.
- Providing immediate on call resolution to Customer and resolving issues on phone with Customer instead of getting reactive customer call.
- Create Case and assign Task to action owners for all Critical Fault codes and track the issues until resolution.
- Should release daily reports and analysis to action owners and stakeholders.
- This job also includes answering inbound Customer calls received on Toll-free number 1800 predominantly related to Customer Care / Contact Center where we receive calls related to Complaints , Enquiries , Information, routine requests i.e. Maintenance.
- Flexible to work in rotational shifts considering (24x7 operations), including Night (10 PM–7 AM), Morning (7 AM–4 PM), and Afternoon (1 PM–10 PM). Open to working on weekends and public holidays. Role follows a 5-day work week with weekly offs as per roster.
- There are 4 touch points dedicated Toll-free , Email id , Chat , PCC (Power command cloud – monitoring Customer engines at a real-time and control of power systems.
- Document customer inquiry information within appropriate Cummins systems Provide prompt assistance to Customers through various media. Resolves routine Customer issues through a basic understanding of Cummins processes, systems and practices Escalates non-routine issues, providing documentation through process Contributes ideas and suggestions on how the existing processes can be made more Customer centric or efficient Learns existing and new Cummins processes, systems and practices.
- Closing the loop with Customer and updating in Sales Force system regularly.
- To provide information on nation-wide authorized dealership, parts depot and service support network.
- Follow up with field offices and process owners for resolution, collecting feedback and proof of closure, updating status in system, providing answer to Customer query and sales enquires and follow ups with concerned business units for the closure of issue to satisfy Customer requirements.
- To assist Customer for queries like correct part numbers, Engine Build Up Record, information on genuine spares & dispatch details of the parts etc. for All Cummins Products.
- Support dealership and field service team 24 X 7 as and when required.
- Training & Literature - To provide information on training program , published literature & cut models for Cummins engine, yearly training schedule.. etc.
- Customer Relation – To receive complaints and suggestions on improvement of product and services for continuous improvement.
Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.
