Senior Field Service Engineering Specialist

This is a fully remote position, open to applicants in China.

📋 Description

• Deliver expert technical assistance to the Cummins Inc. Service Channel for intricate service-related challenges.

• Spearhead investigations into product or system issues while comprehending underlying causal factors.

• Support failure analysis for prevalent failure modes, including PIR, CCR, HTD, and TSR.

• Record diagnostic and repair actions in the designated database.

• Disseminate acquired knowledge through the Knowledge Management System, QSOL tickets, training sessions, and other platforms.

• Provide on-site technical expert assistance as necessary.

• Contribute technical insights for policy discussions and decision-making processes.

• Facilitate communication across different territories, teams, functions, and customer groups.

• Investigate complex emerging field issues and present robust technical solutions.

• Assist with field action campaigns and Infant Care or Value Package Introduction initiatives.

• Enhance Field Service Engineering capabilities through coaching, mentoring, and training.

• Offer product and customer support in the field and coordinate during escalations to the Technical Territory Manager or Engineering.

• Independently implement non-complex Step 3 improvements and execute complex Step 3 fixes upon approval.

• Employ and advocate for the Seven-Step Problem Solving Approach.

• Coordinate resources across functions and regions to ensure prompt issue resolution and flawless service delivery.

• Establish mechanisms for customer issue escalation, tracking, and closed-loop management.

• Serve as the technical interface for customers, providing engineering data, documentation, and training.

• Troubleshoot using guided workflows, procedures, mechanical and electronic service tools, and software applications.

• Document troubleshooting outcomes and service information for payment processing and historical tracking.

⛳️ Requirements

• A college, university, or equivalent degree in Engineering or a related field is highly preferred; relevant experience may be considered in lieu.

• This role may necessitate licensing to comply with export controls or sanctions regulations.

• Intermediate level of pertinent work experience is required.

• Previous experience in a technical role is preferred.

• Ability to coordinate and mobilize service, quality, and engineering resources across various functions and regions.

• Capability to establish and drive customer issue escalation, tracking, and closed-loop management systems.

• Proficient in providing effective service solutions, proactive customer communication, and regular status updates.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Competitive compensation packages.

• Flexible work arrangements and a collaborative work environment.