康明斯是一家提供平等机会的企业，我们吸引并考虑所有符合条件的求职者。我们尊重个体的差异，重视整体的多元性，始终致力于为每一位候选人提供平等的机会，激发你的潜能。
At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. We attract and consider all qualified persons. We respect individual differences, value overall diversity, and are always committed to providing equal opportunities for every candidate, powering your potential.
岗位职责:
- 作为技术专家和首要客户支持联系人，负责在客户现场诊断并执行发电机及其组件的复杂维修工作。
- 建立并持续发展与客户的高效关系，确保对客户需求做出迅速且有效的响应。
- 应用专业工具，遵循记录在案的程序和政策，在客户现场进行复杂故障的诊断与修复。
- 根据既定的时间表和标准，对现场的发电产品执行预防性维护活动。
- 对于未能解决的问题，及时向上级产品专家/主管汇报并寻求解决方案。指导并培养技术人员及/或学徒，将知识和经验传授给他人；可能提供工作指导；可能参与审核维修方案、零件清单等。
- 完成必要的文件记录，如服务工作单、工时表、保修索赔、质量文档等，通过手写表格或业务系统输入界面完成。
- 按照技能和业务需求完成培训。
- 保持服务车辆和工具的清洁及正常运作。
- 确保遵守所有相关的健康、安全与环境政策、程序及法律法规，并向现场管理层及直接主管报告任何问题/事故。
任职要求:- 有效沟通：发展并传递多种模式的沟通，清晰理解不同受众的独特需求。
- 管理复杂性：理解复杂、信息量大且有时相互矛盾的情况，以有效地解决问题。
- 管理冲突：高效处理冲突情况，尽量减少纷扰。以客户为中心：建立稳固的客户关系，提供以客户为中心的解决方案。
- 培养人才：根据个人职业目标及组织目标培养人才。
- 自我发展：主动寻找通过正式和非正式渠道成长及接受挑战的新途径。
- 服务文档：创建并验证客户、设备和技术信息；使用所需服务工具捕获特定数据；遵循流程并在服务管理系统中记录必要信息，确保工作记录的准确性。
- 技术升级：获取产品技术问题信息，利用包括数据管理工具在内的可用资源；在确保调查努力与客户响应及时性之间平衡的前提下，将问题上报至更高层次的专业知识；在适当的数据库中记录所有故障排查步骤，确保无缝转接并及时准确地回应工单解决。
- 诊断应用：将客户投诉转化为故障排查计划；遵循指导性工作流程、程序、使用机械和电子维修工具等专业设备以及诊断计算机软件，隔离故障组件以实现成功修复；通过复制投诉验证修复，确保问题已解决；在业务系统中记录故障排查结果，以便于支付和历史追踪的沟通。
- 电子服务工具应用：识别服务事件所需的硬件和软件工具套件；使用合适的电子工具集进行产品维护或故障诊断；解读电子工具的结果或建议，确定下一步服务解决方案。
- 产品维修与保养：遵循指南，在标准维修时间内使用所需工具维修和保养机电产品，确保高质量维修；拆装发动机或发电机组，遵循指南使用所需工具，确保清洁有序的工作环境；按照再使用指南检查和更换零件及组件，以降低客户拥有成本；执行逐步损伤检查，恢复至故障前状态。
- 发电系统知识：展示对Cummins及行业标准的了解，遵守所有安全工作程序，包括个人防护装备，创造安全工作环境；解读和分析电力系统操作与集成（开关设备、电力系统控制、不间断电源等）；运用工具、服务出版物（Cummins、原始设备制造商）并采取测量，以高效正确地诊断和维修。
- 发动机系统交互：解读和分析内部和外部电气及机械系统（排气、加热、冷却、燃油系统、传动轴、后处理、控制、传感器等）的交互；运用工具、服务出版物（Cummins、原始设备制造商）并采取测量，以高效正确地诊断和维修。健康与安全基础：倡导并示范前瞻性的健康与安全行为，通过识别、报告和参与行动以改善健康与安全，构建互依文化，为实现无伤害工作场所做出贡献。
教育、执照、证书- 助理认证电力发电/电气技师（优先）
- 相关技术学院的职业文凭当前有效的电气认证
- 当地有效的驾驶许可证该职位可能需要执照，以符合出口控制或制裁法规的要求。
- 经验丰富的现场服务工作经验对发电产品的专家级知识和/或经验高压/低压经验客户服务经验
- 优先考虑有向初级技术人员提供技术咨询和辅导的经验拥有HHP发动机认证及维护经验，尤其针对QSK60发动机；具备电气背景及控制系统软件诊断经验者极受欢迎。
Description:
- Technical specialist and primary customer support contact to diagnose and execute complex repairs to generators and components at the customer’s site.
- Establishes and continually develops productive customer relations and ensures prompt and efficient attention to customer needs
- Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete complex repairs at customer site.
- Performs preventative maintenance activities as per documented schedules and standards on power generation products in the field
- Escalates unresolved issues to product specialists / Supervisor
- Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review of repair plans, parts lists, etc
- Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.
- Completes training in line with skill and business requirements
- Maintains service vehicle and tools for cleanliness and proper operation
- Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor
Qualification & Experience:
Skills
- Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the 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 a minimum of noise.
- 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 the service management system in order to have an accurate record of the work done.
- Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
- Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
- Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
- Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.
- Power generation Systems Knowledge - Demonstrates knowledge of Cummins and industry standards by complying with all safe work procedures including Personal Protective Equipment to create a safe work environment; interprets and analyzes Power Generation system operation and integration (switch gear, power system controls, uninterruptable power supply, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.
- Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.
- Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.
Education, Licenses, Certifications
- Apprentice Certified Power Generation/ Electrical Technician (Preferred)
- Vocational diploma from relevant technical institution
- Current relevant electrical certification
- Locally valid driving permit
- This position may require licensing for compliance with export controls or sanctions regulations.
Experience
- Significant field service work experience
- Expert level knowledge of and/or experience with power generation products
- High Voltage / Low Voltage experience
- Customer service experience
- Experience providing technical advice and coaching to more junior technicians (preferred)
- Possesses HHP engine certification and maintenance experience, particularly with the QSK60 engine; having an electrical background and experience in software diagnostics of control systems is highly preferred.
