Field Service Engineering Specialist - Senior Cummins Care L3 FSE supporting HMLD products (Detroit, MI.)

Cummins • Detroit, MI

5d • Hybrid

About The Position

We are looking for a talented Field Service Engineer - Senior Cummins Care L3 FSE supporting HMLD products to join our team providing technical support remotely to distributors and dealers across the country while residing in the Detroit, MI area to provide prompt on-site support as needed in Detroit and surrounding area. In this role, you will make an impact by leading thorough investigations of product and system issues, strengthening failure analysis outcomes, documenting diagnostic findings, expanding organizational knowledge, serving as an onsite technical expert, delivering robust technical solutions, improving overall field capability, and acting as a liaison between the field, Technical Territory Managers, and Engineering.

Requirements

• College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent required.
• Intermediate level of relevant work experience required.
• Prior experience in a technical role is preferred.
• Applicant must also be willing to learn recreational, and commercial marine products, and control systems.
• Safety Focused: Maintain required safety related training based on required CSSNA and CARE guidelines. Promotes and improves safety practices for self and those around us. Continually working towards an independent safety culture.
• Responsive: Empathize with customer concerns and demonstrate ownership to resolve them with a sense of urgency while providing a positive customer experience. Seek feedback from repair locations, team members, and Subject Matter Experts to resolve cases efficiently and accurately.
• Communication: Detailed technical communication requires clear and concise documentation using Write Smart guidelines in mind. Actively participate in conversations related to improved customer service. Listen with positive intent and communicate challenges within the CARE Organization and beyond for a seamless customer experience.
• Passion: Possess knowledge to take a systemic approach with the capacity to think outside the box utilizing a creative problem-solving process. Driven and always working to improve processes and set high personal goals for your own growth. Innovate and develop interim solutions to remedy or limit the customer’s issue. Ensure information is shared within the organization to expedite future repairs. Sets high standards for self-growth.
• Self-motivated: Committed to success both personally and as a team! Able to work remotely with little supervision, with the capacity to manage one’s own schedule. Effectively prioritize work load, training and development along with special project work.
• Flexibility: Need to be able to support customers across NA either remotely or onsite. Ability to support markets outside the standard scope of the position at times.

Nice To Haves

• Residing in the Detroit, MI area to provide prompt on-site support as needed in Detroit and surrounding area.
• This position may require licensing for compliance with export controls or sanctions regulations.

Responsibilities

• Lead thorough investigations of product and system issues by identifying root causes, understanding failure mechanisms, and recommending effective corrective actions.
• Strengthen failure analysis outcomes by supporting and applying standard processes for common failure modes (e.g., PIR, CCR, HTD, TSR).
• Clearly and concisely document diagnostic findings, repair actions, and conclusions in the appropriate databases to support traceability and learning.
• Expand organizational knowledge by sharing insights through KMS, QSOL tickets, training sessions, and cross-team collaboration.
• Serve as an onsite technical expert when required, providing hands-on support and guidance during complex field issues and escalations.
• Deliver robust technical solutions for complex, emerging product or process issues while supporting field actions, Infant Care, and VPI programs.
• Improve overall field capability by coaching, mentoring, and training Field Service Engineering teams to support customers more efficiently and safely.
• Act as a trusted liaison between the field, Technical Territory Managers, and Engineering by supporting escalations, implementing Step 3 improvements, and applying structured problem-solving methodologies with safety as a top priority.
• Gather, analyze, and clearly communicate technical information between engineering, service channels, and customers to resolve issues quickly and effectively.
• Lead and apply structured product failure reporting and corrective/preventive action processes to improve product reliability and prevent recurrence.
• Use disciplined product problem-solving methods to identify assignable and systemic root causes and implement robust, data-driven solutions.
• Serve as the technical interface for customers by providing engineering data, documentation, training, and change management support to minimize business disruption.
• Demonstrate resilience by remaining effective and solution-focused when facing setbacks, ambiguity, or high-pressure situations.
• Collaborate closely with cross-functional teams to align priorities, share insights, and achieve shared technical and customer outcomes.
• Communicate complex technical information clearly across multiple audiences, adjusting messaging to meet internal and external needs.
• Maintain strong customer focus by building trusted relationships and delivering solutions that protect the customer and their operations.
• Drive results by balancing speed, quality, and rigor to achieve timely issue resolution even under challenging conditions.
• Manage complexity by synthesizing large volumes of technical, field, and data inputs to make sound decisions.
• Apply resourcefulness to efficiently leverage tools, data systems, and subject-matter experts to resolve issues.
• Translate customer complaints into structured diagnostic plans, validate repairs, and document all actions accurately in service systems.
• Execute thorough service documentation to ensure traceability, compliance, payment accuracy, and historical learning.
• Manage technical escalations effectively by capturing complete troubleshooting details and ensuring seamless handoffs for timely resolution.

Benefits

• The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior