SERVICE TECH II

Description

Technical specialist and regular customer support contact to diagnose and complete less complex repairs to Cummins products at a single customer's site.

Engages customers in a courteous and professional manner. Anticipates and ensures prompt and efficient attention to customer needs

Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete less complex repairs, including identifying and preparing required parts and tools

Coaches on preventative maintenance activities and basic repairs completed by customer employees

Escalates unresolved issues to more experienced On Site Technicians and/or Supervisor

Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.

Completes training in line with skill and business requirements

Maintains work area and tools for cleanliness and proper operation

Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor

Qualifications

Skills

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

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.

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 product 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.

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.

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.

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.

Education, Licenses, Certifications

Apprentice Certified Power Generation or Engine Technician (Preferred)

Vocational diploma from relevant technical institution

Current relevant electrical certification (optional)

Locally valid driving permit

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Basic level field service work experience

Intermediate level knowledge of and/or experience with power generation or engine products

High Voltage/ Low Voltage experience (optional)

Customer service experience

Under indirect supervision:

• Is responsible for complying with thesafety procedures prior to carrying out the work, such as: JSA, AST and othersrequired by the company, the client and current Mexican regulations on safetyand the environment.
• Is responsible for carrying out preventive maintenancerepairs and minor repairs to the different diesel engines.
• It is responsiblefor carrying out periodic interruptions of the mechanical damages ofdiesel-type units for their later repair either in our workshop or in theclient's facilities.
• Is responsible for performing minor mechanicalinspections or repairs on diesel engines.
• Is responsible for requesting fromthe warehouse, the spare parts and the necessary equipment that his immediateboss/technical leader tells him to carry out his duties.
• Is responsible forkeeping the tools and work equipment in good condition.
• You are responsiblefor keeping your work area clean and tidy.
• Is responsible for reporting thework done and those that remain pending to his immediate boss, through theservice report and verbally.
• Must be able to make technical reports ofspecific failures that help to continue the other processes that are required(Guarantees, TSR's, quality issues in the product and / or service).
• Isresponsible for conducting itself in a courteous and professional manner withthe client and with any other person related to the business of the company.
• Is responsible for following documented procedures and policies for theperformance of their work, including the preparation of required tools andparts.
• Is responsible for attending the training provided by the company.
• Is responsible for guiding the Level 1 Technician in preventive maintenanceactivities and basic repairs.
• Is responsible for escalating unresolved issuesto more experienced technicians and/or supervisors.
• Is responsible forparticipating in community aid programs determined by the company.
• Responsible for maintaining productive customer relationships.
• Is responsiblefor carrying out preventive and corrective maintenance activities in a timelymanner, according to the established programs and work schedules (TSR).

Job SERVICE

Primary Location Mexico-Sonora-Nacozari de García-Mexico, Nacozari de Garcia, Minera Mex del Cobre

Job Type Shop

Recruitment Job Type Technician

Job Posting Sep 29, 2023, 10:38:14 AM

Unposting Date Ongoing

Organization Distribution Business

Role Category Onsite

Relocation Package Eligible

Req ID: 230009KC