Power Generation Electrical Field Service Technician

Job Summary:

 A customer-facing and focused technical specialist is fully proficient to an advanced level in Power Generation systems at a customer site. They perform advanced diagnostics, complex problem solving, troubleshooting, complex repairs, rebuilds, and preventative maintenance on all components of power generation systems. They adhere to established procedures and guidelines to enhance service workshop knowledge and skills.While capable of working independently, they also lead by example, ensuring site productivity and safety standards are upheld. Additionally, they dedicate a significant amount of time to coaching and providing technical supervision to less experienced technicians, supporting the development and continuous pipeline of talent within the function.

Main Requirements:

• 5-8 years of Field Service Work experience
• Expert level knowledge of and/or experience with Power Generation products
• Bachelor's Degree in Electrical Engineering
•  Apprentice Trained Engine Technician is preferred
• Experience providing technical advice and coaching to more junior technicians (preferred)
• Cummins Electronic Engines Training and Certifications (QSX15, QSL9, QST30, QSK50/60, QSK78, QSK95 etc.) 
• Certification and Expertise in control systems.
• Gas Engine Knowledge and Experience is a plus  

Key Responsibilities:

• Establishes and continually develops productive customer relations, ensuring prompt and efficient attention to customer needs.
• Escalates key customer or market information to Supervisor.
• Apply documented procedures and policies to complete diagnostics, complex repairs, and assembly and disassembly of power generation units, including identifying and preparing required parts, tools, and support equipment for uptime and diagnosis of downtime failure. Identifies technical issues and takes preventive actions. Identifies opportunities for work process improvements.
• Escalates unresolved issues to product specialists, DFSE, or supervisor. Independently provides training or introductions on product promotion to meet field customers' needs.
• Completes required documentation, such as service worksheets, timesheets, warranty claims, and quality documents, via handwritten forms or business system input screens. Identifies additional sales and service opportunities with customers. Communicate effectively with the assigned team and with all support teams. Ensures adherence to adjustments on work location, job responsibilities, etc., according to the requirements of business development and industry regulatory requirements.
• Maintains service vehicle and tools for cleanliness and proper operation. Adheres to all relevant Health, Safety & Environmental and Quality training policies, procedures, legislation and reports any issues/incidents to their supervisor. Coaches less experienced technicians, transferring knowledge and experience, and provides work direction. Provide training or introduction on product promotion, usage, and maintenance to field customers.
• Assists supervisor / service manager in organizing and coordinating headcount and overtime needs to meet delivery schedules.
• Assists management in creating and maintaining a team focused on continuous improvement.
• Leads, delivers, and contributes to Toolbox Talks.
• Completes training in line with job skill level and business requirements.
• Supports Service Manager to enhance the team's overall service capability by regularly consolidating and internally sharing complex technical issue cases.

Competencies:

• Service Documentation –Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
• Technical Escalation – Obtains 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.
• 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.
• Electrical Knowledge –Demonstrates knowledge of Cummins and industry standards on working with low and/or high voltage by complying with all safe work procedures including Personal Protective Equipment to create a safe work environment; apply basic electrical theories and electronics components knowledge using appropriate tools and procedures to diagnose and repair products safely and efficiently.
• 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.
• Self-development –Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• 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.
• 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.
• Power Generation Systems Knowledge –Demonstrate knowledge of Cummins and industry standards by complying with all safe work procedures including Personal Protective Equipment to create a safe work environment; interprets and analyze Power Generation system operation and integration (switch gear, power system controls, uninterruptable power supply, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.
• 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.
• 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.
• Manages complexity – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Values differences – Recognizing the value that different perspectives and cultures bring to an organization.