Engineer- Customer service support

Job Description

Job Summary CSD is Customer support Department located at Head office, Ahmedabad. CSD team supports, Milacron field service team & sales team for the large Injection Mold Machine Installed base having variety of old and new generation machines. The purpose of the role is to provide support to field Service teams for Trouble shooting support, technical support for Field Retrofitment Kits Development, To work with Electronic & Electrical parts suppliers like Control, Servo Drive & Motor etc. to support field service teams & customers for installed machines. Job Description:- To Provide End-to-end support to direct & indirect customers from Installation of Machines to breakdown calls, machine problems, Spare Support, Training for Machine Operating, Processing Problems, etc. Developing & Implementation of the Corrective / Preventive actions for any Machine & further ensuring the Global Action of All Machines. Responsible for troubleshooting and providing solutions to overcome the problem. Collaborate with other departments to resolve complex issues. Provide improvement feedback to HO team based on customer feedback, Field data analysis etc. to improvise processes and Machine performances. Provide field support for machine installation for Injection molding. Conduct customer mold trials coordination with design for special feature requirement, software modification, feature modification, upgrades implementation in field installed Machines. Provide on-site support for installation or trouble shooting to field service engineer Field Support & Co-ordination for Tools & Manpower from shopfloor for special job CRM support to field service team support from Design, Assembly & Quality in respective task Maintaining Field service data Data preparation, MIS, and data entry into ERP system Vendor coordination for field installed components/parts of respective vendor pertaining to visit arrangement at site, problem resolution task, repairing support etc. Requirements Proven customer support experience or experience as a client service representative. Strong phone contact handling skills and active listening. Familiarity with CRM systems and practices. Excellent communication and presentation skills. Ability to multi-task, prioritize, and manage time effectively. Skills Problem-solving skills. Patience and empathy. Technical proficiency. Ability to work under pressure. Electrical & Electronics engineering background with experience in controls, Drives, Motors technical knowhow. Experience Total 5 plus years? experience Education: B.E. / B. Tech degree from an accredited college or university with background in Electrical / Electronic Engineering. Who We Are Milacron is a global leader in the manufacture, distribution and service of highly engineered and customized systems within the $27 billion plastic technology and processing industry. We are the only global company with a full-line product portfolio that includes hot runner systems, injection molding, extrusion equipment. We maintain strong market positions across these products, as well as leading positions in process control systems, mold bases and components, maintenance, repair and operating (?MRO?) supplies for plastic processing equipment. Our strategy is to deliver highly customized equipment, components and service to our customers throughout the lifecycle of their plastic processing technology systems. EEO: The policy of Milacron is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. We are committed to being an Equal Employment Opportunity (EEO) Employer and offer opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected]. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.