Marine Technician

Role Overview

Marine Technician at Cummins Arabia. This is a technical specialist role providing primary customer support to diagnose and execute complex repairs to engine products at customer sites.

Role Purpose

To serve as the primary technical contact for customers, diagnosing and completing complex engine repairs on-site while building strong customer relationships, performing preventative maintenance, and developing junior technicians.

Key Responsibilities

Customer Relations & Support

• Establish and continually develop productive customer relationships.
• Ensure prompt and efficient attention to customer needs.
• Identify additional sales and service opportunities with customers.
• Deliver customer-centric solutions tailored to unique customer needs.

Technical Diagnosis & Repair

• Apply specialized tools and follow documented procedures and policies to diagnose and complete complex repairs at customer sites.
• Translate customer complaints to develop troubleshooting plans.
• Troubleshoot issues following guided workflows and using specialized equipment including mechanical and electronic service tools.
• Diagnose computer software to isolate failed components and enable successful repair.
• Validate repairs by duplicating the complaint to ensure resolution.
• Repair and maintain mechanical and electrical products following guidelines and within standard repair times.
• Disassemble and assemble engines or power generators following guidelines.
• Inspect and replace parts and components following re-use guidelines to minimize customer cost of ownership.
• Perform progressive damage checks to restore equipment to pre-failure condition.
• Interpret and analyze interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors) using tools, service publications, and measurements.

Preventative Maintenance

• Perform preventative maintenance activities as per documented schedules and standards on engines and related components in the field.

Escalation & Technical Support

• Escalate unresolved issues to product specialists or supervisor.
• Obtain product technical issue information and utilize available resources including data management tools.
• Elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts.

Electronic Service Tools

• Identify the suite of available hardware and software tools required for service events.
• Utilize appropriate electronic tool sets to maintain products or diagnose and troubleshoot issues.
• Interpret electronic tool results and recommendations to determine next steps for service resolution.

Documentation & Reporting

• Complete required documentation including service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.
• Capture specific data using required service tools.
• Follow procedures and document required information in the service management system.
• Document results of troubleshooting in business systems to communicate work performed for payment and historical tracking.
• Capture all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate ticket resolution.

Talent Development

• Coach and develop technicians and apprentices.
• Transfer knowledge and experience to others.
• Provide work direction as needed.
• Review repair plans and parts lists.
• Provide technical advice and coaching to more junior technicians.

Vehicle & Equipment Maintenance

• Maintain service vehicle and tools for cleanliness and proper operation.

Health, Safety & Environment

• Ensure adherence to all relevant Health Safety & Environmental policies, procedures, and legislation.
• Report any issues or incidents to site management and supervisor.
• Champion and model proactive health and safety behaviors.
• Identify, report, and participate in actions to improve health and safety.
• Build an interdependent culture and contribute to an injury-free workplace.

Professional Development

• Complete training in line with skill and business requirements.
• Actively seek new ways to grow and be challenged using both formal and informal development channels.

Qualifications & Experience

Education & Certifications

• Apprentice Trained Engine Technician (Preferred).
• Vocational diploma from relevant technical institution.
• Locally valid driving permit.

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).

Skills & Competencies

• Communicates effectively: developing and delivering multi-mode communications that convey clear understanding of unique needs of different audiences.
• Manages complexity: making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Manages conflict: handling conflict situations effectively with minimal disruption.
• 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.
• Self-development: actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Service Documentation: creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in service management systems.
• Technical Escalation: obtains product technical issue information; utilizes available resources including data management tools; elevates issues balancing timeliness with investigation efforts; captures troubleshooting steps in databases.
• Diagnostics Application: translates customer complaints; troubleshoots following workflows; uses specialized equipment and diagnostic tools; isolates failed components; validates repairs; documents results in business systems.
• Electronic Service Tool Application: identifies and utilizes appropriate hardware and software tool sets; interprets results and recommendations for service resolution.
• Product Repair and Maintenance: repairs and maintains mechanical and electrical products using required tools; disassembles and assembles engines following guidelines; inspects and replaces parts following re-use guidelines.
• Engine Systems Interactions: interprets and analyzes interactions of electrical and mechanical systems using tools, service publications, and measurements.
• Health and Safety Fundamentals: champions proactive health and safety behaviors; identifies and reports issues; participates in improvement actions; contributes to injury-free workplace culture.

Additional Information

This position may require licensing for compliance with export controls or sanctions regulations.