Field Service Power Generation Technician

About the role

Technical specialist and primary customer support contact to diagnose and execute complex repairs to generators and components at the customer’s site.

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 power generation products in the field.
• Escalates unresolved issues to product specialists or Supervisor.
• Coaches and develops technicians and/or apprentices; 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, and quality documents via handwritten forms or business system input screens.
• Completes training in line with skill and business requirements.
• Maintains service vehicle and tools for cleanliness and proper operation.
• Ensures adherence to all relevant Health Safety & Environmental policies, procedures, and legislation; reports any issues or incidents to site management and supervisor.
• Communicates effectively by developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Builds strong customer relationships and delivers customer-centric solutions.
• Develops talent by helping people meet both their career goals and the organization’s goals.
• Manages complexity by making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
• Manages conflict by handling conflict situations effectively, with a minimum of noise.
• Engages in self-development by actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Champions and models proactive health and safety behaviors to build an interdependent culture and contribute to an injury-free workplace.
• Translates customer complaints to develop troubleshooting plans; troubleshoots issues following guided workflows, procedures, and specialized equipment (mechanical and electronic service tools); diagnoses computer software to isolate failed components for successful repair.
• Validates repair by duplicating the complaint to ensure resolution; documents troubleshooting results in business systems for payment and historical tracking.
• Identifies the suite of available hardware and software tools required for a service event; utilizes appropriate electronic tools to maintain or diagnose issues; interprets results to determine next steps for resolution.
• Interprets and analyzes interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) using tools and service publications to diagnose and repair efficiently.
• Demonstrates knowledge of Cummins and industry standards for power generation systems; complies with safe work procedures, including Personal Protective Equipment (PPE), to create a safe work environment.
• Repairs and maintains mechanical/electrical products following guidelines and using required tools to ensure quality repairs within standard repair time.
• Disassembles and assembles engines or power generators following guidelines to ensure a clean and organized environment.
• Inspects and replaces parts and components following re-use guidelines to minimize customer cost of ownership.
• Performs progressive damage checks to restore equipment to pre-failure condition.
• Creates and verifies customer, equipment, and technical information; captures data using required service tools; documents information in the service management system for accurate record-keeping.
• Obtains product technical issue information and utilizes available resources, including data management tools; escalates issues as needed while balancing timeliness of customer response with investigation efforts.
• Captures all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution.
• Recognizes the value that different perspectives and cultures bring to the organization.

Requirements

• Diagnostics Application: Ability to translate customer complaints into troubleshooting plans and execute repairs using specialized tools and software.
• Electronic Service Tool Application: Proficiency in identifying and utilizing hardware and software tools for service events.
• Engine Systems Interactions: Knowledge of internal and external electrical and mechanical systems (e.g., exhaust, cooling, fuel systems) and ability to diagnose interactions using tools and service publications.
• Power Generation Systems Knowledge: Understanding of Cummins and industry standards for power generation systems, including safe work procedures and PPE compliance.
• Product Repair and Maintenance: Experience in repairing and maintaining mechanical/electrical products, disassembling/assembling engines, and performing progressive damage checks.
• Service Documentation: Ability to create and verify customer and technical information, capture data using service tools, and document work in service management systems.
• Technical Escalation: Skill in obtaining technical issue information, utilizing resources, and escalating issues while balancing customer response timeliness.

Relocation

Relocation package available for this role.