Job Description

Job Summary Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs on engine products at customer sites. Key Responsibilities Establish and maintain productive customer relations, ensuring prompt attention to their needs. Use specialized tools and follow documented procedures to diagnose and perform complex repairs on engines and related components at customer sites. Conduct preventative maintenance activities as per documented schedules and standards. Escalate unresolved issues to product specialists or supervisors. Coach and mentor technicians or apprentices by transferring knowledge and providing work direction. Review repair plans, parts lists, and other necessary documentation. Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents. Identify additional sales and service opportunities during customer interactions. Maintain and clean service vehicle and tools to ensure proper operation. Adhere to all Health, Safety, and Environmental policies and report any incidents to management and supervisors. Experience Significant experience in field service work Expert-level knowledge of engine products and troubleshooting Customer service experience Experience providing technical advice and mentoring junior technicians (preferred) Skills/Knowledge Proficient in diagnosing and troubleshooting electronically governed engines with Aftertreatment Systems (ATS). Maintain strong CRM relationships with OEMs and key customers. Expertise in electronic engines and ATS for BS4 and BS6 emission norms. Experience with mining applications (preferred). Competencies Communicates Effectively: Deliver clear and audience-specific communications. Customer Focus: Build strong relationships and provide customer-centric solutions. Develops Talent: Help others grow to meet organizational and personal career goals. Manages Complexity: Analyze and resolve complex and contradictory information. Manages Conflict: Handle conflicts with minimal disruption. Self-Development: Pursue growth opportunities through formal and informal learning. Health and Safety Fundamentals: Model and champion proactive safety behaviors. Diagnostics Application: Use specialized tools and software to troubleshoot issues, validate repairs, and document results. Electronic Service Tool Application: Apply appropriate electronic tools for diagnosis and troubleshooting. Engine Systems Interactions: Understand and analyze interactions among engine systems for efficient diagnostics and repairs. Product Repair and Maintenance: Perform quality repairs and progressive damage checks to restore equipment. Service Documentation: Capture and verify technical information to maintain accurate service records. Technical Escalation: Escalate unresolved technical issues while documenting troubleshooting efforts. Values Differences: Recognize the value of diverse perspectives and cultures. Education, Licenses, Certifications Apprentice-trained engine technician (preferred) Vocational diploma from a relevant technical institution Valid local driving permit Licensing may be required for compliance with export controls or sanctions regulations.