Customer Machine Support Specialist
7 days ago
The role of a Territory Support Engineer will be to provide comprehensive support to customers from the initial installation of injection moulding machines through to breakdown and spare parts assistance. This includes generating aftermarket sales revenue for the territory.
Key Responsibilities:
- End-to-end customer support from machine installation to breakdown calls, resolving machine issues, providing spare part support, training customers on machine operation, and addressing processing problems.
- Coordinate pre-installation requirements with customers to ensure smooth project execution.
- Develop and implement corrective and preventive actions, including CCV and AMC, to optimize machine performance and ensure global action across all machines.
- Support customers during mould trials (both in-house and on-site) for machine shipment.
- Responsible for assembling machines and overseeing their operations at customer sites.
- Submit field return parts to the factory for analysis and warranty cost recovery.
- Follow up on outstanding payments for spare parts and services.
- Release flash notifications for parts failure.
- Generate spare parts business and develop recommendations.
- Prepare and submit service reports for each machine.
- Maintain software backup, hydraulic circuits, and bill of materials on the service portal.
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