Heavy-Duty Engine Technical Service Support Specialist

Heavy-Duty Engine Technical Service Support Specialist

100% Remote Position

VISA Sponsorship for this position is not available

Job Description:
The position is for a Heavy-Duty Engine Technical Service Support Specialist who will provide troubleshooting, diagnostic, warranty, and non-warranty support for diesel and spark-ignited engines ranging from 2.2 to 15 liter displacement for on-highway and industrial applications. The position is 100% remote.  

Key Responsibilities:

• Demonstrate detailed technical communication (verbal and written)
• Formulate and direct timely and effective repair plans for warranty and non-warranty repairs to ensure first-time fix success.  
• Clearly and concisely document diagnostic findings and repair actions to support compliance, historical tracking and knowledge sharing.
• Assess complexity and manage escalations to higher support levels to ensure complex problems are resolved efficiently and correctly.
• Contribute to continuous improvement of diagnostic and escalation processes by identifying trends, gaps and opportunities to streamline support.
• Maintain knowledge of current and new Cummins products and adapt to learning and supporting additional product lines, including Accelera technologies (BEV, Electrolyzers, Fuel Cells), Marine products, Telematics, and Recon.
• Use Cummins specific tools including, but not limited to, QSOL, Service Suite, Windchill, Parts.Cummins.com, RSW, SEDB, Insight, Guidanz and GCE as well as general data, analytic and diagnostic tools.
• Support markets outside the standard scope when necessary.

Education/Experience: Advanced level of relevant technician work experience (10+ years), preferably as a diagnostic technician.
Schedule: The standard shift is 8:00 AM to 5:00 PM Eastern, Monday–Friday, but is subject to change based on customer demands, potentially including changes in hours, days, overnight, weekend, and holiday coverage.