Engine Field Service Technician - Level I

Job Summary:

Under direct or close supervision, the Engine Field Service Technician – Level I performs preventive maintenance, basic diagnostics, and repair activities on Cummins engine products and related components at customer sites. The role supports customers through both field service and remote technical assistance by monitoring equipment health, responding to customer enquiries, coordinating service activities, and ensuring timely issue resolution. Working within established procedures, the technician develops technical expertise while delivering a high-quality customer experience and maintaining Cummins' standards for safety, quality, and operational excellence.

Key Responsibilities:

Field Service & Technical Support

• Perform scheduled preventive maintenance and basic repair activities on Cummins engines and related components at customer sites.
• Diagnose and troubleshoot basic mechanical and electrical issues using approved service procedures, electronic diagnostic tools, and specialized equipment.
• Prepare required parts, tools, and equipment to complete service activities efficiently and safely.
• Validate repairs by confirming successful resolution of customer concerns.
• Escalate unresolved or complex technical issues to senior Field Service Technicians or Supervisors.

Remote Monitoring & Customer Support

• Proactively monitor customer assets and engine health through remote monitoring systems to maximize equipment uptime.
• Analyze live fault codes and provide immediate remote guidance or coordinate with dealers and field service teams for timely resolution.
• Create service cases for critical faults, assign tasks to appropriate stakeholders, and track progress through to closure.
• Provide technical support through multiple customer communication channels, including phone, email, chat, and remote monitoring platforms.
• Respond to customer enquiries related to maintenance, product support, technical information, parts, warranty, and service availability.
• Maintain regular communication with customers and ensure timely closure of service requests.

Service Coordination & Documentation

• Complete service worksheets, inspection reports, timesheets, warranty claims, and technical documentation accurately using Cummins service management systems.
• Document troubleshooting activities, customer interactions, and service history for accurate record keeping and warranty support.
• Prepare operational reports and technical updates for internal stakeholders.
• Coordinate with dealerships, field service teams, logistics partners, and cross-functional teams to ensure timely issue resolution.
• Maintain accurate case records and update customer relationship management systems throughout the service lifecycle.

Customer Experience

• Deliver courteous, professional, and customer-focused service during every interaction.
• Provide customers with information regarding authorized service locations, genuine parts, engine records, training programs, and service support.
• Follow up with customers to ensure satisfaction and communicate service progress until issue resolution.
• Contribute ideas that improve customer experience and enhance service delivery processes.

Health, Safety & Compliance

• Comply with all Cummins Health, Safety and Environmental (HSE) policies, procedures, and applicable regulations.
• Promote safe work practices through proper use of Personal Protective Equipment (PPE), hazard identification, and incident reporting.
• Ensure all maintenance and repair activities comply with Cummins quality standards and documented procedures.
• Maintain assigned service vehicles, diagnostic equipment, and tools in a clean, safe, and operational condition.
• Participate in technical, product, safety, and customer service training to continuously develop knowledge and skills.
• Support business requirements through rotational shift coverage, including weekends and public holidays, where applicable.

• Competencies: 
  Communicates Effectively
• Customer Focus
• Ensures Accountability
• Plans and Aligns
• Self-Development
• Values Differences
• Health and Safety Fundamentals
• Diagnostics Application
• Electrical Knowledge
• Mechanical Knowledge
• Electronic Service Tool Application
• Product Repair and Maintenance
• Service Documentation
• Technical Escalation
• Customer Relationship Management
• Problem Solving
• Continuous Improvement

• Collaboration

  Education, Licenses, Certifications: 

• Vocational Diploma, ITI, or Diploma in Mechanical Engineering, Automobile Engineering, Diesel Mechanics, Electrical Engineering, or a related technical discipline.
• Apprentice Trained Engine Technician certification preferred.
• Valid local driving license required.

• May require licensing or eligibility to comply with export controls or sanctions regulations, where applicable.

  Skills

• Basic engine diagnostics and troubleshooting
• Preventive maintenance and repair of diesel engines and related systems
• Mechanical and electrical repair fundamentals
• Electronic diagnostic and service tool utilization
• Remote monitoring and fault code interpretation
• Customer service and technical support
• Contact center and case management systems
• Service documentation and warranty processing
• CRM and service management system proficiency
• Technical reporting and record management
• Strong communication and interpersonal skills
• Problem-solving and analytical thinking
• Time management and organizational skills
• Microsoft Office and business application proficiency

• Health, safety, and environmental compliance

  Experience

• Minimal workshop, field service, or technical service experience required.
• Basic knowledge of diesel engines, power generation equipment, or related mechanical products.
• Experience in customer-facing technical support or field service is preferred.
• Exposure to remote diagnostics, contact center operations, customer relationship management systems, or service coordination is an advantage.
• Willingness to work in a 24x7 rotational shift environment, including weekends and public holidays, based on business requirements.

Job Description:

• Should have a prognostics approach towards Customer Assets operations and uptime , constantly monitoring live fault codes and should be capable to resolve select fault codes on call and or proactively escalating the issues to concerned dealership for immediate resolution.


• Providing immediate on call resolution to Customer and resolving issues on phone with Customer instead of getting reactive customer call.


• Create Case and assign Task to action owners for all Critical Fault codes and track the issues until resolution.


• Should release daily reports and analysis to action owners and stakeholders.


• This job also includes answering inbound Customer calls received on Toll-free number 1800 predominantly related to Customer Care / Contact Center where we receive calls related to Complaints , Enquiries , Information, routine requests i.e. Maintenance.
  
  
  
  • Flexible to work in rotational shifts considering (24x7 operations), including Night (10 PM–7 AM), Morning (7 AM–4 PM), and Afternoon (1 PM–10 PM). Open to working on weekends and public holidays. Role follows a 5-day work week with weekly offs as per roster.
    
    
    
    • There are 4 touch points dedicated Toll-free , Email id , Chat , PCC (Power command cloud – monitoring Customer engines at a real-time and control of power systems. 
    
    
  
  


• Document customer inquiry information within appropriate Cummins systems Provide prompt assistance to Customers through various media. Resolves routine Customer issues through a basic understanding of Cummins processes, systems and practices Escalates non-routine issues, providing documentation through process Contributes ideas and suggestions on how the existing processes can be made more Customer centric or efficient Learns existing and new Cummins processes, systems and practices.


• Closing the loop with Customer and updating in Sales Force system regularly.


• To provide information on nation-wide authorized dealership, parts depot and service support network.


• Follow up with field offices and process owners for resolution, collecting feedback and proof of closure, updating status in system, providing answer to Customer query and sales enquires and follow ups with concerned business units for the closure of issue to satisfy Customer requirements.


• To assist Customer for queries like correct part numbers, Engine Build Up Record, information on genuine spares & dispatch details of the parts etc. for All Cummins Products.


• Support dealership and field service team 24 X 7 as and when required.


• Training & Literature - To provide information on training program , published literature & cut models for Cummins engine, yearly training schedule.. etc.


• Customer Relation – To receive complaints and suggestions on improvement of product and services for continuous improvement.