**DESCRIPTION** A customer-focused individual contributor responsible for providing advanced service engineering support in the field. This role involves diagnostics, repairs, and technical guidance for engine systems, with a focus on resolving critical and repeated issues. The Junior Shop Manager -2 works closely with field engineers, lab teams, and technical support to ensure timely issue resolution, data collection, and performance monitoring of customer vehicles. **Key Responsibilities** + Provide rapid response and technical support for critical field issues. + Support Techline and AL Tech Line teams for issue resolution and vehicle turnaround. + Track and update daily issue resolution via internal release trackers. + Implement SOPs for handling critical field issues. + Attend to repeated failures in customer vehicles and capture real-time data. + Guide field engineers in breakdown resolution and data collection. + Coordinate DEF/Fuel/Oil sample collection and lab analysis. + Ensure timely return of failed parts to PCP for engineering analysis. + Install data loggers on customer vehicles for performance tracking. + Organize field resources for immediate support and diagnostics. + Coordinate with engineering and lab teams for part analysis and resolution. + Attend and update field issues in EP-FIRG forums. + Implement STEP 3 & STEP 6 solutions in field vehicles and monitor performance. + Supervise contract resources for vehicle data collection and restoration. + Analyze field failures and define accurate problem statements. + Perform complex diagnostics, repairs, and preventative maintenance on engine systems. + Escalate unresolved issues to product specialists or supervisors. + Document service activities, warranty claims, and quality reports. + Identify additional service opportunities and support customer satisfaction. + Maintain service vehicle and tools in optimal condition. + Ensure compliance with health, safety, and environmental policies. **RESPONSIBILITIES** **Qualifications** **Internal Candidates** + Apprentice Trained Engine Technician (Preferred). + Vocational diploma from a relevant technical institution. + Locally valid driving permit. + Intermediate level knowledge obtained through training or on-the-job experience. **External Candidates** + Significant field service work experience. + Diploma in Mechanical or Electrical Engineering. + Expert-level knowledge of engine products. + Experience in customer service and technical coaching (preferred). **Core Competencies** + **Communicates Effectively** – Tailors communication to audience needs. + **Customer Focus** – Builds strong relationships and delivers solutions. + **Develops Talent** – Coaches and supports team development. + **Manages Complexity** – Analyzes and simplifies complex issues. + **Manages Conflict** – Resolves issues with minimal disruption. + **Self-Development** – Pursues growth through formal and informal channels. + **Health and Safety Fundamentals** – Promotes a safe work culture. + **Diagnostics Application** – Troubleshoots and validates repairs. + **Electronic Service Tool Application** – Uses tools for diagnostics and maintenance. + **Engine Systems Interactions** – Diagnoses system-level interactions. + **Product Repair and Maintenance** – Performs quality repairs and inspections. + **Service Documentation** – Captures and verifies service data. + **Technical Escalation** – Elevates and documents unresolved issues. + **Values Differences** – Embraces diverse perspectives and cultures. **QUALIFICATIONS** **Skills and Experience** + 1–3 years of relevant experience in service engineering or mechanical testing. + Strong understanding of engine systems and interactions (fuel, exhaust, cooling, etc.). + Proficiency in diagnostics using electronic service tools and software. + Experience in data logger installation and real-time data analysis. + Ability to guide and mentor field engineers and technicians. + Familiarity with service documentation and escalation protocols. + Hands-on experience with mechanical/electrical repairs and maintenance. + Strong coordination and communication skills across teams. + Ability to manage complexity and resolve conflicts effectively. + Customer-focused mindset with a drive for results. **Additional Information** + This position may require licensing for compliance with export controls or sanctions regulations. + Candidates must be eligible to work in the region and meet applicable certification requirements. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Technician **ReqID** 2417755 **Relocation Package** No