Senior Field Service Engineering Specialist

• Provide expert technical support to the Cummins Inc. Service Channel for complex service-related issues
• Lead investigations of product or system problems and understand causal mechanisms
• Support failure analysis for common failure modes, including PIR, CCR, HTD, and TSR
• Document diagnostic and repair actions in the appropriate database
• Share acquired knowledge through the Knowledge Management System, QSOL tickets, training, and other channels
• Provide onsite technical expert support when required
• Provide technical input for policy discussions and decisions
• Communicate across territories, teams, functions, and customer groups
• Investigate complex emerging field issues and deliver robust technical solutions
• Assist with field action campaigns and Infant Care or Value Package Introduction programs
• Improve Field Service Engineering capability through coaching, mentoring, and training
• Provide product and customer support in the field and liaise during escalations to Technical Territory Manager or Engineering
• Implement non-complex Step 3 improvements independently and complex Step 3 fixes after approval
• Apply and support the Seven-Step Problem Solving Approach
• Coordinate cross-functional and cross-region resources to ensure timely issue resolution and seamless service delivery
• Establish customer issue escalation, tracking, and closed-loop management mechanisms
• Represent Cummins as the technical interface for customers and provide engineering data, documentation, and training
• Troubleshoot using guided workflows, procedures, mechanical and electronic service tools, and computer software
• Document troubleshooting results and service information for payment and historical tracking

• College, university, or equivalent degree in Engineering, or related field is highly preferred; relevant experience equivalent required
• This position may require licensing for compliance with export controls or sanctions regulations
• Intermediate level of relevant work experience required
• Prior experience in a technical role is preferred
• Ability to coordinate and mobilize service, quality, and engineering resources across functions and regions
• Ability to establish and drive customer issue escalation, tracking, and closed-loop management mechanisms
• Ability to provide effective service solutions, proactive customer communication, and regular status updates