Engine Field Service Technician - Level III

Job Summary

The Engine Field Service Technician – Level III is a technical specialist and primary customer support contact responsible for diagnosing, troubleshooting, repairing, and maintaining engine products at customer sites.

The role involves performing complex field repairs and preventive maintenance, using mechanical and electronic diagnostic tools, resolving technical issues, and ensuring high-quality service delivery. The position also supports customer relationships, identifies additional service opportunities, and coaches technicians and apprentices by sharing technical knowledge and experience.

Key Responsibilities

• Establish and maintain productive relationships with customers and ensure prompt, professional, and efficient response to customer needs.
• Diagnose and troubleshoot complex engine and related component issues at customer sites using appropriate diagnostic procedures, service publications, specialized tools, and electronic service equipment.
• Execute complex repairs and maintenance activities on engines and related systems in accordance with documented procedures, technical standards, and safety requirements.
• Perform preventive maintenance activities in line with prescribed schedules, standards, and customer requirements.
• Analyze interactions between mechanical and electrical engine systems, including fuel, cooling, exhaust, aftertreatment, sensors, controls, and related systems, to identify root causes and determine appropriate repair actions.
• Use electronic service tools and diagnostic software to identify faults, interpret diagnostic results, and determine the appropriate troubleshooting and repair approach.
• Validate completed repairs by testing equipment and confirming that the original customer complaint or technical issue has been resolved.
• Escalate unresolved or complex technical issues to product specialists, technical experts, or supervisors with complete troubleshooting details.
• Coach and support technicians and apprentices by providing technical guidance, sharing knowledge, and supporting their development.
• Provide work direction and, where required, review repair plans, parts lists, and technical requirements to ensure effective execution.
• Inspect, disassemble, repair, assemble, and replace engine components in accordance with applicable repair and re-use guidelines.
• Conduct progressive damage checks and ensure equipment is restored to the required operating condition.
• Complete accurate service documentation, including service worksheets, timesheets, warranty claims, quality documentation, troubleshooting records, and customer/equipment information.
• Enter and maintain service information accurately in relevant business and service management systems.
• Identify additional service and sales opportunities based on customer requirements and equipment condition and communicate these opportunities to the relevant stakeholders.
• Complete required technical and safety training in line with business and skill requirements.
• Maintain service vehicles, tools, equipment, and diagnostic devices in clean, safe, and proper working condition.
• Ensure compliance with all applicable Health, Safety & Environmental (HSE) policies, procedures, standards, and legislation.
• Promptly report safety concerns, incidents, hazards, and other issues to site management and the appropriate supervisor.
• Maintain a clean, organized, and safe work environment while performing field service activities.

Key Competencies

Technical & Diagnostic Competencies

• Diagnostics & Troubleshooting: Ability to translate customer complaints into structured troubleshooting plans and systematically identify root causes using diagnostic procedures, service tools, measurements, and technical information.
• Electronic Service Tool Application: Ability to select and use appropriate electronic service tools and software, interpret diagnostic results, and determine the next course of action.
• Engine Systems Knowledge: Strong understanding of interactions between mechanical and electrical engine systems, including fuel, cooling, exhaust, aftertreatment, controls, sensors, and related systems.
• Product Repair & Maintenance: Ability to perform complex engine repairs, component replacement, preventive maintenance, disassembly/assembly, and progressive damage assessment in accordance with technical guidelines.
• Technical Escalation: Ability to recognize issues requiring higher-level technical support and provide complete troubleshooting information to enable timely resolution.
• Service Documentation: Ability to accurately document technical findings, repair activities, parts used, test results, and customer/equipment information in required systems.

Behavioral & Leadership Competencies

• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions while maintaining service quality.
• Communicates Effectively: Communicates technical information clearly with customers, technicians, supervisors, and other stakeholders.
• Develops Talent: Coaches and develops technicians and apprentices by sharing technical knowledge and practical experience.
• Manages Complexity: Analyzes complex technical information and multiple sources of data to effectively diagnose and resolve problems.
• Manages Conflict: Handles customer or workplace conflicts professionally and works toward effective resolution.
• Self-Development: Actively develops technical knowledge and skills through formal training, hands-on experience, and continuous learning.
• Health & Safety Mindset: Demonstrates proactive safety behavior, identifies hazards, follows HSE requirements, and contributes to a safe and injury-free workplace.
• Collaboration & Inclusion: Works effectively with people from diverse backgrounds, functions, and levels of technical expertise.

Qualifications

• Vocational diploma / technical qualification from a recognized technical institution in Mechanical, Automotive, Electrical, Diesel Technology, or a related field.
• Apprentice-trained Engine Technician qualification is preferred.
• Valid driving license/permit applicable to the location of employment.
• Relevant technical certifications in engine, diesel, automotive, generator, or heavy equipment maintenance would be an advantage.
• This position may require applicable licensing or compliance requirements related to export controls or sanctions regulations.

Skills & Experience

Required

• Significant experience in field service, engine maintenance, diesel technology, automotive, power generation, heavy equipment, or a related technical environment.
• Strong hands-on experience with engine products and associated mechanical/electrical systems.
• Experience diagnosing and repairing complex engine-related technical issues.
• Practical experience using mechanical and electronic diagnostic tools and service software.
• Strong understanding of preventive maintenance, troubleshooting, component replacement, and repair processes.
• Customer service experience, preferably in a field service or customer-site environment.
• Ability to read and interpret technical/service manuals, wiring diagrams, service publications, and repair procedures.
• Ability to work independently at customer sites and manage technical issues with appropriate escalation when required.
• Strong documentation and reporting skills.
• Willingness and ability to travel to customer locations based on business requirements.

Preferred

• Expert-level knowledge of Cummins or similar engine products.
• Experience working on diesel engines, power generation equipment, heavy machinery, commercial vehicles, or industrial equipment.
• Experience providing technical guidance, coaching, or mentoring to junior technicians/apprentices.
• Experience with warranty processes, service documentation, and customer service management systems.
• Experience identifying additional service or repair opportunities while working with customers.

Need to have expertise in Electrical and Electronics, basic engines. Need experience on Marine application.