Engine Field Service Technician - Level III

Cummins; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Cummins seeks a technical specialist to diagnose and execute complex engine repairs at customer sites, serving as the primary contact for service and maintaining strong customer relations.

The role requires significant field service experience with engines, a customer-focused mindset, and ability to coach junior technicians. Some travel and strict safety adherence are essential.

Qualifications

• Apprentice Trained Engine Technician (Preferred)
• Vocational diploma from relevant technical institution
• Locally valid driving permit
• Licensing for export controls or sanctions regulations may be required

Responsibilities

• Establish productive customer relations and ensure prompt attention to customer needs.
• Diagnose and complete complex repairs at customer site using specialized tools and documented procedures.
• Perform preventative maintenance on engines and related components in the field.
• Escalate unresolved issues to product specialists or supervisor.
• Coach and develop technicians and apprentices; review repair plans and parts lists as needed.
• Complete required service documentation (work worksheets, timesheets, warranty claims, etc.).
• Identify additional sales and service opportunities with customers.
• Complete training aligned with skill and business requirements.
• Maintain service vehicle and tools for cleanliness and operation.
• Adhere to Health, Safety and Environmental policies and report issues to management.
• Handle CAMC LHP customer interactions.
• Provide technical support to dealership for troubleshooting and problem resolution.
• Willingness to travel on-site and conduct site audits to identify gaps in PM quality and DG operations.
• Attend customer meetings, QBRs, and prepare monthly MIS reports.
• Conduct on-site and classroom training as required.
• Maintain hands-on engine maintenance experience and resolve critical issues.
• Monitor and report on key performance indicators for assigned tasks.
• Maintain historical records and prepare presentations to demonstrate KPI performance.
• Access customer portal for complaint closure and updates.
• Ensure customer complaints close within defined TAT.

Education

Apprentice Trained Engine Technician (Preferred)

Vocational diploma from relevant technical institution

Locally valid driving permit

Licensing for export controls or sanctions regulations (may be required)

Job description

Job Summary

Technical specialist and primary customer support contact to diagnose and execute complex repairs to engine products at the customer s site.

Key Responsibilities

• Establishes and continually develops productive customer relations and ensures prompt and efficient attention to customer needs.
• Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete complex repairs at customer site.
• Performs preventative maintenance activities as per documented schedules and standards on engines and related components in the field.
• Escalates unresolved issues to product specialists or supervisor.
• Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review repair plans, parts lists, etc.
• Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.
• Identifies additional sales and service opportunities with customer.
• Completes training in line with skill and business requirements.
• Maintains service vehicle and tools for cleanliness and proper operation.
• Ensure adherence to all relevant Health Safety Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor.
• CAMC LHP customer handling.
• Technically compatible to support dealership on troubleshooting and critical problem resolving.
• Willingness to travel on site, conduct site audits with aspect of finding gaps in PM quality and DG operational lapses. Communicate effectively to customer and dealership to bridge the gaps.
• Attend customer meetings, QBR, sending monthly MIS with presentation and desired reports.
• Conducting need basis training on site and classroom.
• Own hand experience on engine maintenance and critical issue resolution.
• Monitor and adhere Key Parameters assigned to candidates.
• Maintain historical records and support Division as and when required. Prepare PPT, reports to demonstrate performance of own KPI.
• Access customer portal for complaint closure and update on emails and available sources.
• Monitor and ensure customer complaint closure within TAT.

Competencies

• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Develops talent - Developing people to meet both their career goals and the organization s goals.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Manages conflict - Handling conflict situations effectively, with a minimum of noise.
• Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.
• Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
• Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc. ) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.
• Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.
• Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; following procedures and documents required information in the service management system in order to have an accurate record of the work done.
• Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications

• Apprentice Trained Engine Technician (Preferred)
• Vocational diploma from relevant technical institution
• Locally valid driving permit
• This position may require licensing for compliance with export controls or sanctions regulations.

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 more junior technicians (preferred)