Engine Field Service Technician - Level 3

Job Summary

The Engine Field Service Technician – Level III is a technical specialist and primary customer support contact responsible for diagnosing, troubleshooting, repairing, and maintaining complex engine products at customer sites. The role requires strong technical expertise, customer focus, and the ability to independently resolve complex field issues while supporting and developing junior technicians.

Key Responsibilities

• Diagnose and execute complex repairs on engines and related components at customer sites using specialized tools, service procedures, and technical publications. 
• Establish and maintain strong customer relationships by providing prompt, professional, and effective technical support. 
• Perform preventive maintenance activities in accordance with documented schedules, standards, and service procedures. 
• Troubleshoot mechanical, electrical, electronic, and engine-system issues and validate repairs by confirming that the reported concern has been resolved. 
• Analyze interactions between engine systems, including fuel, cooling, exhaust, aftertreatment, controls, sensors, electrical, and mechanical systems. 
• Use electronic service tools, diagnostic software, and specialized equipment to identify faults and determine appropriate repair actions. 
• Escalate unresolved or complex technical issues to product specialists or supervisors while ensuring timely customer communication. 
• Coach and provide technical guidance to technicians and apprentices; share knowledge, best practices, and field experience. 
• Review repair plans, parts requirements, and technical information as required to support effective service execution. 
• Complete service worksheets, timesheets, warranty claims, quality documentation, and service-management system records accurately and on time. 
• Identify additional service and sales opportunities based on customer requirements and equipment condition. 
• Maintain service vehicles, tools, and equipment in a clean, safe, and operational condition. 
• Complete required technical and safety training in line with business and skill requirements. 
• Ensure compliance with all applicable Health, Safety & Environmental policies, procedures, and legislation, and promptly report incidents or safety concerns. 

1. Rail Equipment Expertise: Exceptional technical knowledge of Power Cars, Diesel Electric Multiple Units (DEMU), and Diesel Electric Tower Cars (DETC)

2. Communication & Interpersonal Skills: Strong verbal and written communication abilities paired with advanced soft skills.

3. Customer Relationship Management: Proven track record of building and maintaining excellent customer connections.

4. Railway Systems Proficiency: In-depth knowledge and practical understanding of railway-specific applications and operational procedures

Key Competencies

• Customer Focus: Builds strong customer relationships and delivers customer-centric technical solutions. 
• Effective Communication: Communicates technical information clearly and adapts communication to different audiences. 
• Diagnostics & Problem Solving: Translates customer complaints into structured troubleshooting plans and resolves complex technical issues. 
• Manages Complexity: Effectively analyzes complex technical information and identifies appropriate solutions. 
• Technical Expertise: Demonstrates strong knowledge of engine systems, repair practices, diagnostics, and maintenance. 
• Technical Escalation: Recognizes when issues require additional expertise and escalates them appropriately while maintaining ownership of customer communication. 
• Develops Talent: Coaches and supports junior technicians and apprentices through knowledge sharing and technical guidance. 
• Health & Safety: Demonstrates proactive safety behaviors and promotes a safe working environment. 
• Manages Conflict: Handles customer or workplace conflicts professionally and effectively. 
• Self-Development: Continuously develops technical knowledge and skills through formal and informal learning. 
• Values Differences: Works effectively with people from diverse backgrounds and appreciates different perspectives. 

Qualifications

• Vocational diploma or equivalent qualification from a relevant technical institution.  
• Apprentice-trained Engine Technician qualification preferred. 
• Valid local driving permit/license. 
• Any additional licensing or certification required for compliance with applicable regulations, including export-control or sanctions requirements, where applicable. 

Skills & Experience

• Significant experience in field service, preferably involving engines, power generation, or related equipment. 
• Expert-level knowledge of engine products and associated mechanical and electrical systems. 
• Strong hands-on experience in engine diagnostics, troubleshooting, repair, and preventive maintenance. 
• Experience using electronic service tools, diagnostic software, and specialized mechanical/electrical service equipment. 
• Ability to interpret technical manuals, service publications, wiring diagrams, diagnostic results, and repair procedures. 
• Strong understanding of engine systems and interactions, including fuel, cooling, exhaust, aftertreatment, controls, sensors, and electrical systems. 
• Experience with service documentation, warranty processes, and service-management systems. 
• Customer service experience, preferably in a field-service or technical-support environment. 
• Experience providing technical guidance, coaching, or mentoring to junior technicians or apprentices is preferred. 
• Strong problem-solving, communication, and interpersonal skills. 
• Ability to work independently at customer locations and manage complex service requirements effectively. 
• Strong commitment to Health, Safety & Environmental standards. 

Role Expectations

The successful candidate will be expected to demonstrate a high level of technical independence, strong customer orientation, sound diagnostic and troubleshooting capability, and the ability to support the development of other technicians while maintaining high standards of safety, quality, and service.