Field Service Engineering Specialist

Job Description

We are looking for a talented Field Service Engineering Specialist to join our team specializing in Service for Cummins, Inc. in Mississauga, ON.

Job Summary

Completes preventative maintenance and/or independently diagnoses and completes complex repairs to Electrolyser products at the customer's site.

In this role, you will make an impact in the following ways: 
 

• Lead Investigations: Investigate product or system problems, understand causal mechanisms, and recommend appropriate actions.
• Support Failure Analysis: Assist in the failure analysis process on common failure modes (e.g., PIR, CCR, HTD, TSR).
• Document Actions: Clearly and concisely document the results of diagnostic and repair actions in the appropriate database.
• Knowledge Management: Share acquired knowledge with other teams through the Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
• Onsite Technical Support: Provide onsite technical expert support when required.
• Policy Input: Provide technical input for policy discussions and decisions.
• Investigate Complex Issues: Investigate complex emerging issues and product or process issues in the field, delivering robust technical solutions.
• Customer and Product Support: Provide product and customer support in the field, acting as a liaison during escalations to the Technical Territory Manager (TTM) or Engineering for product improvements and fixes. Implement non-complex Step 3 improvements without approval and complex Step 3 fixes after gaining appropriate approvals.

Responsibilities

To be successful in this role you will need the following: 
 

• Field Investigation and Support - Ensure clear and concise communication between technical problem solvers and the service channel. Utilize established problem-solving methods to gather and communicate technical information efficiently.
• Product Problem Solving - Always prioritize solutions that protect the customer. Implement robust solutions based on data analysis to determine the assignable cause and prevent problem recurrence. Identify systemic root causes and recommend actions to prevent future issues.
• Technical Customer Management - Represent Cummins effectively by being the main technical contact for customers. Provide necessary engineering data, documentation, and training to support the design and integration of equipment. Manage product changes smoothly to ensure the customer's business is not interrupted, maintaining regular communication with Product Development and the customer.
• Service Documentation - Manage product changes smoothly to ensure the customer's business is not interrupted, maintaining regular communication with Product Development and the customer. Use required service tools to capture specific data and follow procedures to document required information in the service management system.

Qualifications

Education/Experience: 
 

• College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.
• Basic to intermediate level of relevant work experience required. Prior experience in a technical role is preferred.

Additional Responsibilities:

Job Description and Experience Highlights:
 

• Provides assistance to customers remotely through emails, telephone or video calls while working from office or home.
• Remotely extract data logs from electrolyzer products where available for operational and performance analysis.
• Coordinate with cross-functional team for parts ordering and delivery to customer location before traveling to site.
• Follow through with cross-functional team on any previous outstanding field escalation.
• Lead 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 issue resolution in a timely manner.

Education Requirements:
 

• Degree in engineering or technical diploma (electro-mechanical, oil and gas or Instrumentation) or relevant field experience.
• Certified Journeyman, millwright or relevant technical certification in Electrical, Process or Power generation
• Standard field safety certifications such as fall arrest protection, first aid, working in heights, confined places, LOTO and other training courses as applicable

Technical Skills needed to excel:
 

• Demonstrated ability working with automation, PLC controls, calibrating/troubleshooting process instrumentation.
• Experience with service work in the oil and gas industry, or the like, where there are high demands on safety.
• Experienced with use of hand tools as well as basic use of electronic diagnostic equipment.

COMPENSATION AND BENEFITS

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, and a full complement of personal and professional benefits.

At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society.

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

The successful candidate will be subject to our Pre-Employment Background Screening process which consists of a Criminal Background Check.

About Us

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Visit EEOC.gov to know your rights on workplace discrimination.