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Date Added: Tue 17/01/2023

Customer Service Engineer

West Midlands, DY7, UK
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Job Type: Permanent, FullTime

Salary: £40000 - £45000/annum


* Install, test, service and repair/rebuild our machines ensuring the equipment conforms with company operating specifications and customer requirements.

* Promotion of our machine tool performance & reliability, our engineering competencies and customer service excellence.

* Provides prompt engineering support to customer manufacturing operations relating to our machine tool installation, product performance, operating & maintenance procedures on customer premises.

* Provides timely accurate technical advice to customers (Help Desk).

* Evaluates our 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 management.

* Ensures our 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 our design engineering,manufacturing, quality management and new product design functions


* 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


* 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 our 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 the company.

* 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
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