Field Service Engineering Specialist - Senior

Cummins•Baton Rouge, LA

About The Position

Cummins, Inc. is seeking a Senior Field Service Engineering Specialist specializing in Service to provide coverage for Baton Rouge, Louisiana. The role is within the Cummins Care Organization and primarily supports products 15L and below. The candidate must reside within 1.5 hours of Baton Rouge or the surrounding area. The specialist supports technical escalations from service providers when standard troubleshooting has not identified the root cause or a more in-depth investigation is required. The role also includes detailed failure analysis of engines and components to determine causes of failure. The specialist investigates complex and emerging product and system issues, identifies root causes, recommends corrective actions, and develops effective, durable solutions. They collaborate with engineering and other internal teams, document findings and repair actions, share technical knowledge, and coach field service teams. The role requires customer-focused communication, a commitment to safety, responsiveness, self-direction, flexibility to support customers remotely or onsite across North America, and the ability to manage schedules and priorities with little supervision.

Requirements

A college, university, or equivalent degree in Engineering or a related field, or equivalent relevant experience.
Intermediate-level relevant work experience.
Ability to reside within 1.5 hours of Baton Rouge, Louisiana, or in the surrounding area.
Ability to work remotely with little supervision and manage one's own schedule and priorities.
Ability to support customers across North America remotely or onsite, and flexibility to support markets beyond the position's standard scope when needed.
This position may require licensing for compliance with export controls or sanctions regulations.

Nice To Haves

Prior experience in a technical role.
Multilingual capability.

Responsibilities

Lead investigation and diagnosis of product and system issues, identify root causes, and recommend corrective actions.
Support and execute failure analysis processes, including PIR, CCR, HTD, and TSR, to address recurring and critical issues.
Document diagnostic findings and repair actions clearly and accurately in designated systems and databases.
Share technical knowledge and lessons learned through KMS, QSOL, training sessions, and cross-team collaboration.
Serve as an onsite technical expert and provide input into technical policies, decisions, and field strategies.
Investigate complex and emerging field issues and deliver effective, sustainable technical solutions.
Collaborate with internal teams, including TTM and Engineering, and act as a liaison during escalations to drive product improvements.
Coach and mentor field service teams, support field campaigns and VPI programs, and implement approved product fixes using structured problem-solving methods such as the Seven-Step Approach.
Gather and translate technical information between engineering teams and service channels, communicate updates to stakeholders, and use structured problem-solving methods to diagnose issues.
Use data, testing, and field evidence to identify assignable causes, validate solutions, and implement durable fixes that prevent repeat failures.
Explain complex engineering concepts and solutions in understandable terms, and provide customers with training and guidance on product use and integration.
Use available data management tools and resources to investigate escalations, and determine when to involve higher levels of expertise.
Maintain required safety-related training, promote safe practices, and support an independent safety culture.
Seek feedback from repair locations, team members, and subject matter experts to resolve cases efficiently and accurately.
Communicate technical information clearly and concisely using Write Smart guidelines, and share information to support future repairs.
Develop interim solutions to remedy or limit customer issues and share information within the organization.
Work remotely with little supervision, manage one's own schedule, and prioritize workload, training, development, and special projects.
Support customers across North America remotely or onsite and, at times, support markets outside the position's standard scope.