Job Summary
The Engine Field Service Technician is responsible for providing technical field service support for Cummins engines, aftertreatment systems, and related products at customer locations. This role serves as the primary technical contact for diagnosing, troubleshooting, repairing, and maintaining Cummins products while ensuring high levels of customer satisfaction. The incumbent supports field quality improvements, warranty resolution, technical training, and aftermarket service activities by collaborating with customers, service centers, OEMs, and internal cross-functional teams.
Key Responsibilities
- Diagnose, troubleshoot, repair, and maintain Cummins engines, aftertreatment systems (ATS), generators, construction equipment, and related products at customer sites.
- Perform vehicle-level analysis and troubleshooting of engine, aftertreatment, fuel, turbocharger, and electronic control systems using approved service procedures.
- Utilize electronic diagnostic tools such as INSITE and other Cummins service applications to identify faults, validate repairs, and document findings.
- Perform component teardown, inspection, failure analysis, rebuilding, and assembly of turbochargers, dosing systems, fuel systems, and other engine components.
- Support customers by responding promptly to field failures, technical concerns, and product performance issues while ensuring timely issue resolution.
- Handle warranty cases by conducting technical evaluations, determining warranty disposition, and ensuring accurate documentation.
- Support Infant Care programs and emerging field issues by investigating failures and coordinating corrective actions with engineering and plant teams.
- Dispatch failed components to manufacturing plants for detailed analysis and maintain accurate service records for tracking and reporting.
- Maintain service databases, technical reports, monthly service performance reports, warranty records, and incident updates in systems such as ePIR .
- Conduct service center audits and support implementation of corrective and preventive actions to improve service quality and operational performance.
- Provide aftermarket technical support to Cummins and non-Cummins customers while ensuring high standards of customer service.
- Organize and deliver technical training programs for OEMs, OEM dealers, Cummins Care Centers (CCCs), Authorized Service Centers (ASCs), and customer personnel to enhance product knowledge and service capability.
- Coach customers on preventive maintenance practices and basic repair activities to improve equipment reliability and reduce downtime.
- Escalate complex technical issues to higher-level technical experts while ensuring proper documentation and timely customer communication.
- Complete service worksheets, inspection reports, warranty claims, timesheets, and quality documentation accurately within business systems.
- Ensure proper care, maintenance, and calibration of tools, equipment, and work areas.
- Comply with all Cummins Health, Safety, Environmental (HSE), and quality policies while promoting a safe working environment.
Qualifications
- ITI, Diploma, Vocational Diploma, or equivalent qualification in Mechanical, Automobile, Electrical, Diesel Mechanics, Power Generation, or a related technical discipline.
- Apprentice Certified Power Generation or Engine Technician certification is preferred.
- Current relevant electrical certification is desirable.
- Valid driving license is required.
- This position may require licensing for compliance with export controls or sanctions regulations.
Competencies
- Customer Focus
- Communicates Effectively
- Develops Talent
- Manages Complexity
- Self-Development
- Health, Safety & Environmental Fundamentals
- Diagnostics Application
- Electronic Service Tool Application
- Engine Systems Interactions
- Product Repair & Maintenance
- Service Documentation
- Technical Escalation
- Values Differences
Skills & Experience
Technical Skills
- Strong knowledge of diesel engines, aftertreatment systems, fuel systems, turbochargers, cooling systems, electrical systems, and engine controls.
- Hands-on experience in engine diagnostics, troubleshooting, repair, overhaul, and preventive maintenance.
- Proficiency in using Cummins electronic diagnostic tools such as INSITE and other service software.
- Ability to perform vehicle, engine, generator, and construction equipment diagnostics.
- Knowledge of engine system interactions, including exhaust, aftertreatment, cooling, fuel, driveline, sensors, and electronic controls.
- Understanding of warranty processes, failure analysis, and root cause investigation.
- Experience maintaining technical documentation, service reports, warranty claims, and service databases.
- Ability to interpret technical manuals, engineering drawings, service publications, and troubleshooting procedures.
Core Skills
- Strong analytical and problem-solving abilities.
- Excellent customer service and relationship management skills.
- Effective communication and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced field service environment.
- Strong planning, organization, and documentation skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Willingness to travel extensively and provide on-site customer support as required.
Experience
- Basic to intermediate field service experience supporting diesel engines, power generation equipment, or related products.
- Experience in engine diagnostics, repair, and technical customer support is preferred.
- Experience handling warranty cases, field failure investigations, and technical issue resolution.
- Experience working with OEMs, dealers, service centers, or customer locations is desirable.
- High Voltage (HV) and Low Voltage (LV) product experience is an added advantage.
- Customer-facing service experience with the ability to build strong relationships and deliver timely technical support.
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Technician
ReqID 2431423
Relocation Package Yes
100% On-Site Yes
Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.
