Role Summary
As a Customer Service Engineer, you will provide both on-site and remote technical support to customers operating machine tools. You will be responsible for troubleshooting, repairing, and maintaining machinery to ensure optimal performance and minimal downtime. In this role, you will work closely with customers to deliver technical training, product guidance, and comprehensive post-sales support, both locally and overseas. Your contribution will be critical in maintaining customer satisfaction and ensuring long-term equipment reliability.
Job Description & Responsibilities
- Provide technical assistance to customers on machine tools, including CNC machines, lathes, and other manufacturing equipment.
- Diagnose and troubleshoot mechanical, electrical, and control system issues using diagnostic tools and software, both remotely and on-site.
- Perform corrective repairs and preventive maintenance to ensure optimal machine performance and reliability.
- Respond promptly to customer inquiries and service requests to minimize machine downtime.
- Install, commission, and calibrate new machines at customer sites, ensuring proper setup and operational readiness.
- Conduct customer training on machine operation, routine maintenance, and basic troubleshooting.
- Advise customers on best practices, machine upgrades, and maintenance schedules to maximize productivity and equipment lifespan.
- Build and maintain strong customer relationships to ensure satisfaction, trust, and repeat business.
- Maintain accurate records of service calls, repairs, maintenance activities, and corrective actions.
- Prepare reports on machine performance, service issues, and customer interactions.
- Ensure proper documentation and compliance for warranty claims and service contracts.
- Collect customer feedback and report insights to support continuous product and service improvement.
- Stay current on machine tool technologies, software updates, and industry trends.
- Provide structured feedback to design and engineering teams on recurring issues and customer suggestions.
- Assist in the development and improvement of user manuals, technical documentation, and training materials.
- Work closely with sales, engineering, and operations teams to address customer needs and support business goals.
- Participate in team meetings to share knowledge, discuss challenges, and enhance service processes.
Qualifications & Requirements
- Diploma in Mechanical Engineering, Mechatronics Engineering, or a related technical discipline.
- Candidates with ITE technical engineering certification are also encouraged to apply.
- Previous experience in the machine tools or manufacturing industry, preferably in a customer service or technical support role.
- Strong understanding of CNC machinery, machine tool operations, and related manufacturing technologies.
- Proficient in machine tool diagnostics and troubleshooting methodologies.
- Good knowledge of the electrical, mechanical, and control/software aspects of machine tools.
- Able to read and interpret mechanical and electrical drawings.
- EDM knowledge is a strong advantage.
- Excellent interpersonal and communication skills, with the ability to build strong customer relationships.
- Strong analytical and problem-solving skills.
- Willingness to travel overseas when required.
