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.