Power Generation Field Service Technician

Field Service Diesel Engine Technician

We are looking for a talented Field Service Diesel Engine Technician to join our team specializing in engine repairs for our Distribution Business in El Paso, TX.

$5000 Sign on Bonus! *for external hires*

In this role, you will make an impact in the following ways:

• Complete repairs and rebuilds on engine products in the field
• Develop productive customer relations and ensures prompt and efficient attention to customer needs.
• Apply documented procedures and policies to complete repairs and schedule maintenance, including preparing required parts and tools
• Assist with completion required documentation, such as work completed documentation, time sheets, warranty claims and quality forms, via handwritten forms or business system input screens
• Complete training in line with skill and business requirements
• Ensure adherence to all meaningful Health, Safety & Environmental policies, procedures and legislation and reports any issues / incidents to their supervisor

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

External Qualifications and Competencies

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.
• 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.
• 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.
• 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.
• 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.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

Apprentice Trained Engine Technician (Preferred)

Vocational diploma from relevant technical institution

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 engine products

Customer service experience

Additional Responsibilities Unique to this Position

Objective 1: Create a Better Work Environment

• Safety
  • Safety: Contribute towards the journey to "safety interdependence" by watching out for myself and my peers supporting the goal of working injury free.
  • Safety Six: Ensure compliance with safety six (safety glasses, cut resistant gloves, safety shoes, LOTO, wheel chocks, quality JSA).
  • Incident Reporting. Ensure all incidents (Near Miss / Property Damage) as well as concerns of injury are reported immediately leveraging Axiom for injuries as appropriate.
  • JSA Quantity: Complete a JSA every time it is required (minimum once per day, for every work order, or every unique unit I am working on)
  • JSA Quality: Achieve ? 4.5 JSA quality score on every JSA I complete.
  • Cleanliness/Housekeeping: Maintain a clean working environment.
  • Toolbox Talks: Actively participate in weekly toolbox talks.
  • Compliance Training: Ensure Annual Compliance Training for my position is completed.
  • FIELD TECH ONLY Driver Safety: Geotab driver safety performance ? 95%.
  • FIELD TECH ONLY Driver Qualification: Maintain my qualification status with no lapse.
• Employee Engagement
  • Global Engagement Survey: Participate in employee surveys educating myself on priority practices and how they apply in my role. Support programs my site executes to drive improvement in organizational health.
• Investing in our Communities and Planet
  • EEEC: Participate in at least one event scheduled in my location this year.

Objective 2: Improve Customer Experience (Service Delivery, Growth, Profitability)

• Customer Satisfaction (CSAT): Support improvement in customer satisfaction to ? 94% by:
  • Troubleshooting properly using the right systems and tools to expedite repair.
    • Complete tech stories written daily and on completion of repair.
    • Timely and detailed final inspections once repair is completed.
    • Communicate with Supervisor/Administrator throughout repair.
  • FRFT: Ensure every repair is Fixed Right the First Time with no comebacks.
  • SHOP TECH ONLY Expanded Services (Beyond the Engine): Perform a comprehensive bumper-to-bumper inspection on every vehicle in the shop with a target inspection rate >90%. Leverage the standardized inspection form to thoroughly document failures with a target failure rate of >50%.
  • FSPG TECH ONLY PMR: Utilize every opportunity to inspect customer units identifying deficiencies with a Tech Failure Rate target of ?25%.
  • Service Productivity/Efficiency: Support the productivity targets of 86% field and 80% shop by achieving my individual efficiency target of 95% in the field and 93% in the shop.
  • Support Parts Department by efficiently managing cores and parts returns.
  • Take advantage of training opportunities completing CVCs as required including keeping current on qualifications.

Objective 3: Support a Leadership Culture that Ignites Teamwork and Development