Job Description

The Engine Field Service Technician – Level III serves as the primary technical specialist and customer support contact for diagnosing, troubleshooting, repairing, and maintaining Cummins engine products at customer sites. This role independently performs complex repairs, preventive maintenance, and advanced diagnostics while ensuring high levels of customer satisfaction, safety, quality, and operational excellence. The position also provides technical guidance to less experienced technicians, supports continuous improvement through field learning, and manages critical service escalations using Cummins service processes and diagnostic tools.

Key Responsibilities:

Customer Support & Technical Service

• Serve as the primary technical contact for customers by delivering professional, timely, and customer-focused field service support.
• Diagnose, troubleshoot, and complete complex mechanical and electrical repairs on Cummins engine products using specialized diagnostic equipment and service procedures.
• Perform scheduled preventive maintenance activities on engines and related systems in accordance with Cummins standards.
• Validate repairs by confirming successful resolution of customer concerns before equipment is returned to service.
• Identify and communicate additional service, maintenance, and sales opportunities to customers.

Advanced Diagnostics & Technical Expertise

• Investigate complex and difficult-to-diagnose engine issues, including critical cases escalated from field service teams.
• Interpret customer concerns, analyze engine system interactions, and develop effective troubleshooting plans using Cummins diagnostic workflows and electronic service tools.
• Utilize service publications, technical documentation, software applications, and measurement tools to accurately diagnose and resolve product issues.
• Escalate unresolved technical issues through appropriate product support channels while ensuring complete documentation of troubleshooting activities.

Service Documentation & Reporting

• Accurately complete service worksheets, inspection reports, warranty claims, timesheets, quality records, and technical documentation using business systems.
• Maintain detailed service history and troubleshooting records to support warranty, product improvement, and future service activities.
• Prepare and share field learning reports, technical observations, and best practices to improve organizational knowledge.
• Prepare routine technical reports and management information (MIS) related to Rapid Response Team (RRT) or field service activities, as applicable.

Coaching & Technical Leadership

• Coach, mentor, and provide technical guidance to technicians and apprentices to support capability development.
• Review repair plans, parts requirements, and technical approaches as needed to ensure quality and efficiency.
• Share technical knowledge, field experiences, and lessons learned to strengthen team capability and continuous improvement.

Tools, Equipment & Asset Management

• Maintain service vehicles, diagnostic equipment, and specialized tools in clean, safe, and operational condition.
• Ensure proper calibration, availability, and management of service tools required for field operations.
• Support inventory control and accountability for assigned service equipment and assets.

Health, Safety, Quality & Compliance

• Follow all Cummins Health, Safety and Environmental (HSE) policies, procedures, and applicable regulatory requirements.
• Promote safe work practices by identifying hazards, reporting incidents, and using appropriate personal protective equipment (PPE).
• Ensure all repair activities meet Cummins quality standards and documented service procedures.
• Participate in required technical, safety, and compliance training to maintain professional competency.

Competencies:

• Communicates Effectively
• Customer Focus
• Develops Talent
• Manages Complexity
• Manages Conflict
• Self-Development
• Values Differences
• Health and Safety Fundamentals
• Diagnostics Application
• Electronic Service Tool Application
• Engine Systems Interactions
• Product Repair and Maintenance
• Service Documentation
• Technical Escalation
• Problem Solving
• Technical Expertise
• Continuous Improvement.

Qualifications

• Vocational diploma, ITI, Diploma in Mechanical Engineering, Automobile Engineering, Diesel Mechanics, 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

• Advanced engine diagnostics and troubleshooting
• Mechanical and electrical repair of diesel engines
• Preventive maintenance and field service operations
• Use of electronic diagnostic and service tools
• Interpretation of technical manuals, wiring diagrams, and service publications
• Service documentation and warranty claim processing
• Technical coaching and knowledge transfer
• Customer relationship management and communication
• Problem-solving and analytical skills
• Time management and independent field service execution
• Computer literacy and service management systems
• Health, safety, and environmental compliance

• Experience

• Significant experience in field service, engine repair, or heavy equipment maintenance.
• Expert-level knowledge of Cummins or equivalent diesel engine products and systems.
• Demonstrated experience diagnosing and resolving complex engine failures and critical field issues.
• Experience using electronic diagnostic tools and computerized service management systems.
• Proven customer-facing service experience with strong technical communication skills.
• Experience coaching, mentoring, or providing technical guidance to junior technicians is preferred.

Responsible for handling Critical and Hard to Diagnostic cases escalated from field,

Prepare & sharing the field learnings,

Preparing the RRT MIS reports,

Tools Management,

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.