Engine Field Service Technician - Level II

Diagnoses and completes less complex repairs to engines at the customer’s site.

Key Responsibilities:

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. Performs preventative maintenance activities as per documented schedules and standards on engine and related components in the field. Escalates unresolved issues to more experienced Field Service Technicians and/or Supervisor. Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens. Identifies additional service opportunities with customer. Completes training in line with skill and business requirements. Maintains service vehicle 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.

Competencies:

Communicates effectively - 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.

Develops talent - Developing people to meet both their career goals and the organization’s goals.

Manages complexity - 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 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.

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.