Field Service Engineering Specialist - Senior

Cummins hires a Senior Field Service Engineering Specialist to provide technical escalation and field service support for engines and components, primarily 15L and below. The role investigates complex product issues, determines root causes through failure analysis, supports service providers and customers, and helps implement durable fixes and product improvements.

Responsibilities:

• 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)
• 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
• 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

Requirements:

• Intermediate level of relevant work experience required
• relevant experience equivalent required
• This position may require licensing for compliance with export controls or sanctions regulations
• College, university, or equivalent degree in Engineering, or related field is highly preferred
• Prior experience in a technical role is preferred
• Multilingual capability is an asset we desire, but not a requirement