Engine Field Service Technician - Level I

Cummins

3d•Onsite

About The Position

The Field Service Technician is responsible for performing preventative maintenance and basic repair activities on engines and related components at customer sites with minimal supervision. The role involves diagnosing and resolving basic technical issues, maintaining Cummins products to required standards, ensuring accurate service documentation, and delivering a professional customer experience. The position requires strong mechanical and electrical fundamentals, diagnostic capability, safety awareness, and the ability to work independently in a field-service environment. This job also includes answering inbound Customer calls received on Toll-free number 1800 predominantly related to Customer Care / Contact Center where we receive calls related to Complaints , Enquiries , Information, routine requests i.e. Maintenance. Flexible to work in rotational shifts considering (24x7 operations), including Night (10 PM–7 AM), Morning (7 AM–4 PM), and Afternoon (1 PM–10 PM). Open to working on weekends and public holidays. Role follows a 5-day work week with weekly offs as per roster. There are 4 touch points dedicated Toll-free , Email id , Chat , PCC (Power command cloud – monitoring Customer engines at a real-time and control of power systems. Document customer inquiry information within appropriate Cummins systems Provide prompt assistance to Customers through various media. Resolves routine Customer issues through a basic understanding of Cummins processes, systems and practices Escalates non-routine issues, providing documentation through process Contributes ideas and suggestions on how the existing processes can be made more Customer centric or efficient Learns existing and new Cummins processes, systems and practices. Closing the loop with Customer and updating in Sales Force system regularly. To provide information on nation-wide authorized dealership, parts depot and service support network. Follow up with field offices and process owners for resolution, collecting feedback and proof of closure, updating status in system, providing answer to Customer query and sales enquires and follow ups with concerned business units for the closure of issue to satisfy Customer requirements. To assist Customer for queries like correct part numbers, Engine Build Up Record, information on genuine spares & dispatch details of the parts etc. for All Cummins Products. Support dealership and field service team 24 X 7 as and when required. Training & Literature - To provide information on training program , published literature & cut models for Cummins engine, yearly training schedule.. etc. Customer Relation – To receive complaints and suggestions on improvement of product and services for continuous improvement.

Requirements

Vocational Diploma / ITI or equivalent qualification from a relevant technical institution.
Locally valid driving licence/permit is required.
Minimal workshop-related experience is required.
Basic hands-on knowledge of engines and related products.
Strong mechanical fundamentals and basic electrical knowledge.
Hands-on troubleshooting and repair capability.
Customer-service orientation and professional communication.
Ability to work independently at customer locations.
Strong commitment to health, safety, and environmental standards.
Willingness to learn and develop technical expertise.
Ability to accurately document service activities and technical findings.
Good judgment in identifying issues requiring technical escalation.
Accountability for service quality, timelines, tools, equipment, and customer commitments.

Nice To Haves

Apprentice-trained Engine Technician qualification is preferred.
Technical qualification in Mechanical, Automobile, Diesel, Electrical, or a related field will be relevant.
Any additional engine, diesel, automotive, power-generation, or heavy-equipment technical certification will be an advantage.
Experience in engine maintenance, repair, diagnostics, automotive, diesel equipment, power generation, heavy machinery, or a similar technical environment will be preferred.
Candidates with relevant apprenticeship or hands-on technical training may also be considered.

Responsibilities

Perform preventative maintenance and basic repair activities on engines and related components at customer sites in accordance with documented schedules, procedures, and service standards.
Interact with customers in a courteous and professional manner, understand their service requirements, and provide timely and effective support.
Diagnose and troubleshoot technical issues by translating customer complaints into structured troubleshooting plans.
Use specialized mechanical and electronic service tools, equipment, software, and guided workflows to identify failed components and determine appropriate repair actions.
Perform repairs and maintenance on mechanical and electrical products using approved procedures, tools, and standard repair practices.
Disassemble, inspect, repair, replace, and assemble engine or power-generation components in accordance with applicable guidelines and re-use standards.
Conduct progressive damage checks and ensure products are restored to the required operating condition.
Prepare required parts, tools, and equipment before commencing service activities.
Validate completed repairs by confirming that the reported issue has been resolved and the product is operating as expected.
Escalate complex or unresolved technical issues to experienced Field Service Technicians, Supervisors, or higher levels of technical support.
Accurately document troubleshooting steps, repair activities, technical findings, and service outcomes in the applicable service management/business systems.
Complete service worksheets, timesheets, warranty claims, and other required documentation accurately and within defined timelines.
Maintain customer, equipment, and technical information to ensure accurate service history and effective issue tracking.
Maintain service vehicles, tools, and equipment in a clean, safe, and operational condition.
Complete required technical and business training to continuously develop skills and product knowledge.
Follow all applicable Health, Safety & Environmental (HSE) policies, procedures, standards, and legislation.
Use appropriate Personal Protective Equipment (PPE) and follow safe working practices when working with mechanical, electrical, and electronic systems.
Demonstrate a commitment to customer satisfaction, accountability, teamwork, continuous learning, and Cummins values.
Builds strong customer relationships and delivers customer-centric solutions.
Understands customer needs and ensures timely and professional service delivery.
Communicates clearly and effectively with customers, technicians, supervisors, and internal stakeholders.
Adapts communication style to different audiences and service situations.
Takes ownership of assigned service activities and commitments.
Ensures work is completed accurately, safely, and within agreed timelines.
Plans and prioritizes field-service activities effectively.
Organizes required parts, tools, equipment, and resources to complete service work efficiently.
Demonstrates proactive safety behavior and consistently follows HSE policies, procedures, and applicable legislation.
Identifies and reports safety risks and contributes to a safe and injury-free workplace.
Applies structured troubleshooting techniques to identify root causes and failed components.
Uses available technical resources, diagnostic workflows, service information, and specialist support when required.
Recognizes when an issue requires a higher level of technical expertise.
Escalates unresolved issues with complete troubleshooting information to enable timely resolution.
Demonstrates willingness to learn new technologies, products, tools, and service techniques.
Actively participates in required training and development activities.
Respects diverse perspectives and works effectively with customers and colleagues from different backgrounds and cultures.
Basic understanding of mechanical principles, systems, and engine components.
Ability to apply mechanical knowledge to diagnose, repair, and maintain engines and related products.
Basic understanding of electrical and electronic systems and components.
Ability to work safely with low- and high-voltage systems in accordance with applicable procedures and PPE requirements.
Ability to interpret customer complaints and develop a structured troubleshooting approach.
Ability to follow guided workflows, procedures, and technical documentation to diagnose product issues.
Ability to validate repairs by confirming that the original issue has been resolved.
Ability to identify and use appropriate electronic service tools and diagnostic equipment.
Ability to interpret diagnostic results and recommendations to determine appropriate service actions.
Ability to perform preventative maintenance, repair, disassembly, inspection, component replacement, and assembly activities.
Ability to follow standard repair procedures and use appropriate tools while maintaining quality and efficiency.
Ability to accurately record customer, equipment, technical, troubleshooting, and repair information.
Experience or ability to use service management systems and digital business tools for service documentation.
Should have a prognostics approach towards Customer Assets operations and uptime , constantly monitoring live fault codes and should be capable to resolve select fault codes on call and or proactively escalating the issues to concerned dealership for immediate resolution.
Providing immediate on call resolution to Customer and resolving issues on phone with Customer instead of getting reactive customer call.
Create Case and assign Task to action owners for all Critical Fault codes and track the issues until resolution.
Should release daily reports and analysis to action owners and stakeholders.
Document customer inquiry information within appropriate Cummins systems
Provide prompt assistance to Customers through various media.
Resolves routine Customer issues through a basic understanding of Cummins processes, systems and practices
Escalates non-routine issues, providing documentation through process
Contributes ideas and suggestions on how the existing processes can be made more Customer centric or efficient
Learns existing and new Cummins processes, systems and practices.
Closing the loop with Customer and updating in Sales Force system regularly.
To provide information on nation-wide authorized dealership, parts depot and service support network.
Follow up with field offices and process owners for resolution, collecting feedback and proof of closure, updating status in system, providing answer to Customer query and sales enquires and follow ups with concerned business units for the closure of issue to satisfy Customer requirements.
To assist Customer for queries like correct part numbers, Engine Build Up Record, information on genuine spares & dispatch details of the parts etc. for All Cummins Products.
Support dealership and field service team 24 X 7 as and when required.
To provide information on training program , published literature & cut models for Cummins engine, yearly training schedule.. etc.
To receive complaints and suggestions on improvement of product and services for continuous improvement.