DESCRIPTION Key Responsibilities Customer Relations : Establish and continually develop productive customer relations, ensuring prompt and efficient attention to customer needs. Diagnostics and Repairs : Apply specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites. Preventative Maintenance : Perform preventative maintenance activities as per documented schedules and standards on engines and related components in the field. Issue Escalation : Escalate unresolved issues to product specialists or supervisors. Coaching and Development : Coach and develop technicians and/or apprentices, transferring knowledge and experience to others; may provide work direction and review repair plans, parts lists, etc. Documentation : Complete required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens. Sales and Service Opportunities : Identify additional sales and service opportunities with customers. Training : Complete training in line with skill and business requirements. Vehicle and Tool Maintenance : Maintain service vehicle and tools for cleanliness and proper operation. Health and Safety : Ensure adherence to all relevant Health Safety & Environmental policies, procedures, and legislation, reporting any issues/incidents to site management and supervisors. RESPONSIBILITIES Qualifications Education : Apprentice Trained Engine Technician (Preferred), Vocational diploma from a relevant technical institution. Licenses/Certifications : Locally valid driving permit. This position may require licensing for compliance with export controls or sanctions regulations. Competencies Communicates Effectively : Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences. Customer Focus : Build strong customer relationships and deliver customer-centric solutions. Develops Talent : Develop people to meet both their career goals and the organizations goals. Manages Complexity : Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Manages Conflict : Handle conflict situations effectively, with minimal noise. Self-Development : Actively seek new ways to grow and be challenged using both formal and informal development channels. Health and Safety Fundamentals : Champion and model proactive health and safety behaviors to build an interdependent culture and contribute to an injury-free workplace. Diagnostics Application : Translate customer complaints to develop troubleshooting plans; troubleshoot issues using guided workflows, procedures, specialized equipment, and diagnostic software. Electronic Service Tool Application : Identify and utilize the appropriate electronic tool set to maintain the product or diagnose and troubleshoot issues. Engine Systems Interactions : Interpret and analyze the interactions of internal and external electrical and mechanical systems to efficiently and correctly diagnose and repair. Product Repair and Maintenance : Repair and maintain mechanical/electrical products following guidelines, using required tools within standard repair time to ensure quality. Service Documentation : Create and verify customer, equipment, and technical information; capture specific data using required service tools; follow procedures and document required information in the service management system. Technical Escalation : Obtain product technical issue information and utilize available resources, elevating issues to a higher level of expertise as needed. Values Differences : Recognize the value that different perspectives and cultures bring to an organization. QUALIFICATIONS Skills and Experience Knowledge/Skills : Responsible for handling critical and hard-to-diagnose cases escalated from the field. Knowledge sharing through preparing and sharing field learnings. Drive capability building for the Dealer response team in dealerships on diagnostics-related issues. Experience : Significant field service work experience. Expert-level knowledge of and/or experience with engine products. Customer service experience. Experience providing technical advice and coaching to more junior technicians (preferred).
Job Title
Senior Engineer-Rapid Response Team