Job Title:
The role of a Field Service Technician involves diagnosing and resolving less complex engine issues at customer sites. Effective communication and engagement with customers are crucial to providing prompt and efficient service.
You will utilize specialized tools and follow established procedures to diagnose and repair engines, including identifying and preparing necessary parts and tools. Additionally, you will perform preventative maintenance activities as per documented schedules and standards on engines and related components in the field.
Your responsibilities will also include escalating unresolved issues to more experienced technicians or supervisors, completing required documentation, such as service worksheets, timesheets, and warranty claims, and identifying additional service opportunities with customers.
You will be responsible for maintaining service vehicles and tools for cleanliness and proper operation, ensuring adherence to all relevant Health Safety & Environmental policies, procedures, and legislation, and reporting any issues/incidents to site management and supervisor.
Requirements:
* Vocational diploma from a relevant technical institution
* Apprentice Trained Engine Technician preferred
* Licenses/Certifications: Locally valid driving permit
* This position may require licensing for compliance with export controls or sanctions regulations
* Basic level field service work experience
* Intermediate level knowledge of and/or experience with engine products
* Customer service experience
Skills and Competencies:
* Effective Communication: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
* Customer Focus: Building strong customer relationships and delivering customer-centric solutions
* Talent Development: Developing people to meet both their career goals and the organization's goals
* Complexity Management: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
* Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels
* Health and Safety Fundamentals: Champions and models proactive health and safety behaviors
* Diagnostics Application: Translates customer complaints to develop troubleshooting plans and uses specialized tools to diagnose and complete repairs
* Electronic Service Tool Application: Utilizes appropriate electronic tools to maintain products or diagnose and troubleshoot issues
* Engine Systems Interactions: Analyzes interactions of internal and external electrical and mechanical systems to diagnose and repair
* Product Repair and Maintenance: Repairs and maintains mechanical/electrical products following guidelines
* Service Documentation: Creates and verifies customer, equipment, and technical information; documents required information in the service management system
* Technical Escalation: Elevates issues to a higher level of expertise and captures all troubleshooting steps in the appropriate database
* Cultural Awareness: Recognizing the value that different perspectives and cultures bring to an organization