Customer Service Engineer

Customer Service Engineer 

UK Director

UK, service centre in branch.

Overseas travel is a requirement of the position.

Dimensions:   

• Install, test, service and repair/rebuild  machines ensuring the equipment conforms with company operating specifications and customer requirements.
• Promotion of  machine tool performance & reliability,  engineering competencies and customer service excellence.
• Provides prompt engineering support to customer manufacturing operations relating to  machine tool installation, product performance, operating & maintenance procedures on customer premises.
• Provides timely accurate technical advice to customers.
• Evaluates  product/service performance in the field.
• Provides technical inputs into development and evaluation of new  products.
• Feeds back intelligence relating to customer needs,  product & service performance, competitor product performance and sales activity to manageme
• Ensures  products conform to customer production & quality requirements.

Qualifications & Experience:

           Engineering competencies to a minimum of trade level

• Tertiary in engineering mechanical or electrical (advantageous)
• Completed studies in business administration (advantageous)
• Customer service engineering experience in a geographically dispersed organization

Quality, reliability and continuous improvement

• Contribute to the updating and development of standard operating procedures that incorporate the agreed service principles
• Actively contribute to the continuous improvement initiatives, by providing timely, accurate, concise and complete service reports
• Prepare call reports surveys, issue logs into design engineering, manufacturing, quality management and new product design functions

Safety

• Apply safety principles at times when conducting work- be responsible for appropriate use of personal protective and technical equipment
• Report safety hazards to management or take remedial action with your area of expertise to eliminate the risk
• Apply knowledge of safety particularly electrical safety and first aid to injuries

  Competencies

• Excellent verbal and written communication skills
• Demonstrated PC Skills(excel, word, and PowerPoint)
• Able to meet deadlines plan and organise work priorities
• Minimum of 5 years experience with Relevant trade or engineering qualifications for CNC machine servicing/support or Trade qualified electrical/electronics an advantage
• Strong focus on customer service
• Knowledge of CNC systems or Fanuc Robots and other CNC systems will be an advantage
• Able to work from their own initiative
• Demonstrate flexible and positive attitude
• Training will be given to the successful applicant
• Overseas and travel may apply

Relationships for this position:

• Reports directly to the Operations Manager
• Relates to the customer for field service and repair, help desk support, installation, training, new product information and maintenance of ongoing relationships.
• Establishes and maintains effective working relationships across .
• Provides accurate feedback on service issues to engineering and central service functions.
• Liaises with sales and applications departments for customer support related issues e.g. installation scheduling, machine preparation for demonstration etc.
• Liaises with shipping and purchasing departments to ensure parts delivery.

Overseas travel – week a month roughly

Monday – Thursday 8am – 4.30pm Friday finish 3.30pm

39 hours

Overtime paid at flat rate