Field Service Engineering Specialist - Senior

We are looking for a talented Field Service Engineering Specialist – Senior specializing in Service for Cummins, Inc. in Baton Rouge, LA.

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

• Lead investigation and diagnosis of product/system issues, identify root causes, and recommend corrective actions. 

• Support and execute failure analysis processes (e.g., PIR, CCR, HTD, TSR) to address recurring and critical issues. 

• Document diagnostic findings and repair actions clearly and accurately in designated systems/databases. 

• Share technical knowledge and lessons learned through KMS, QSOL, training sessions, and cross-team collaboration. 

• Serve as onsite technical expert and provide input into technical policies, decisions, and field strategies. 

• Investigate complex and emerging field issues, delivering effective and sustainable technical solutions. 

• Collaborate with internal teams (e.g., TTM, Engineering) and act as liaison during escalations to drive product improvements. 

• Coach and mentor field service teams, support field campaigns/VPI programs, and implement approved product fixes using structured problem-solving methods (e.g., Seven-Step Approach).

Responsibilities

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

• Field Investigation and Support - Quickly gather and translate technical information between engineering teams and service channels. Use structured problem-solving methods to diagnose issues efficiently. Communicate updates clearly to all stakeholders to keep resolution moving.

• Product Problem Solving - Follow a consistent process to identify the true assignable cause. Use data, testing, and field evidence to validate solutions before implementation. Implement fixes that are durable and prevent repeat failures 

• Technical Customer Management - Clearly explain complex engineering concepts, documentation, and solutions in simple terms. Provide training and guidance to help customers properly use and integrate products. Anticipate customer needs and address potential risks before they impact operations

• Technical Escalation - Make full use of available data management tools and resources to gather information. Know when to escalate issues to higher expertise, balancing the need for quick customer responses with thorough investigation.

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. 

• Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.

Additional Responsibilities:

This opening is for a Cummins Field Service Engineer (CFSE) within the Cummins Care Organization.  The person accepting this position will provide coverage for Baton Rouge LA. The candidate will need to reside within 1-1/2 hours of Baton Rouge LA, or the surrounding area.  The primary product this Role will be supporting will be 15L and below.

CFSE’s are part of the technical escalation process responsible for engaging with service providers that need support with a diagnostic mystery.   These cases are typically ones in which the published troubleshooting processes has not successfully identified root cause or a more in-depth investigation is needed.  CFSE’s also have responsibility to complete in depth failure analysis on engines and components, to determine root cause of a failure.

Here are some of the traits we will be looking for in addition to the Key skills outlined above.  Our Culture is a very important part of what makes our team.

Safety Focused:  Maintain required safety related training based on CSSNA and CARE guidelines.  Promotes and improves safety practices for self and those around us. Continually working towards an independent safety culture.

Responsive: Empathize with customer concerns and demonstrate ownership to resolve them with a sense of urgency while providing a positive customer experience. Seek feedback from repair locations, team members, and Subject Matter Experts to resolve cases efficiently and accurately.

Communication:  Detailed technical communication requires clear and concise documentation using Write Smart guidelines.  Actively participate in conversations related to improved customer service.  Listen with positive intent and communicate challenges within the CARE Organization and beyond for a seamless customer experience.

Passion:  Possess knowledge to take a systemic approach with the capacity to think outside the box utilizing a creative problem-solving process.  Driven and always working to improve processes and set high personal goals for your own growth.  Innovate and develop interim solutions to remedy or limit the customer’s issue.  Ensure information is shared within the organization to expedite future repairs. 

Self-motivated:  Committed to success both personally and as a team!  Able to work remotely with little supervision, with the capacity to manage one’s own schedule.  Effectively prioritize work load, training and development along with special project work.

Flexibility: Need to be able to support customers across NA either remotely or onsite. Ability to support markets outside the standard scope of the position at times.

Language Skillset: Multilingual capability is an asset we desire, but not a requirement.

Compensation 

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate.