Service Hotline Engineer - Automation - Coventry

Coventry | On-Site | Injection Moulding / CNC / Machine Tool

To provide technical support and service coordination for customers, delivering effective remote fault diagnosis and resolution to maximise machine uptime and customer satisfaction.

The role will initially focus on injection moulding products, with the opportunity to develop technical expertise across other CNC product lines.

Your Core Tasks Will Include

Technical Support:

Act as the primary point of contact for injection moulding customer service and technical enquiries.

Diagnose machine faults remotely using telephone, email and remote support tools.

Provide troubleshooting support for electrical, mechanical, control and process-related issues.

Support customers in minimising machine downtime and restoring production as quickly as possible.

Provide technical support across other products as required.

Service Coordination:

Log, prioritise and manage customer cases through the ERP service management system.

Coordinate Service Engineer attendance when onsite support is required and provide technical support.

Plan and coordinate preventative maintenance activities for company products.

Monitor open cases and provide customers with timely updates on progress and resolution activities.

Customer Excellence:

Build and maintain strong customer relationships through professional and proactive support.

Deliver excellent customer service and contribute to continuous service improvement through feedback.

Health & Safety:

Ensure compliance with health, safety and environmental requirements, including RAMS, permits and site access processes.

General:

Ensure adherence to established processes, standards, compliance requirements and SLAs.

Contribute to service revenue, utilisation and customer satisfaction targets and KPIs.

Maintain and develop technical knowledge of company core products, applications and related technologies.

Undertake any other duties within the scope of the role as required by the Service Manager.

Your Profile:

Minimum four years' experience supporting, maintaining or troubleshooting industrial injection moulding machinery, CNC machinery or machine tools.

Technical qualification in a relevant engineering discipline and/or equivalent industry experience.

Proven experience diagnosing and resolving faults on industrial machinery, automation equipment or manufacturing systems.

Experience using CRM, SAP, ERP or service management systems.

Strong fault-finding, analytical and problem-solving skills.

Excellent communication and customer service skills.

Ability to manage multiple priorities and perform effectively under pressure.

Ability and drive to develop technical expertise across the wider company product portfolio.

Fluent in English.

Key Success Measures:

High customer satisfaction.

Achievement of utilisation targets and service-related KPIs.

Positive contribution to customer retention and service business growth.

You May Be Required To:

Support wider operational initiatives as required.

Support internal projects and implementation activities.

Travel to customer sites and offices in the UK and overseas as required.

Please click the ‘Apply’ button.