Manager - After Sales Service - CNC Machine Tools

Job Title

Position Type

Job Location

Qualification

Pay Package

Experience

Job Purpose:

• A Service Coordinator for CNC machines in after-sales service manages and coordinates customer service requests, breakdowns, and preventative maintenance schedules for CNC machinery.
• They ensure timely resolution of issues by assigning field service engineers and monitoring their progress, while also maintaining service documentation and customer feedback.
• Their role is crucial for maintaining customer satisfaction and machine reliability.

Key Responsibilities:

Handling Customer Service Requests:

• Receiving and logging customer service calls, breakdowns, and requests for preventative Maintenance.

Assigning and Monitoring Field Service Engineers:

• Allocating engineers to customer sites based on the nature of the issue and monitoring their progress until resolution.

Troubleshooting and Problem Solving:

• Assisting with complex technical issues related to CNC machines, including mechanical, electrical, and software aspects.

Maintaining Service Documentation:

• Keeping accurate records of service reports, installation logs, and customer feedback.

Ensuring Customer Satisfaction:

• Working to resolve issues promptly and effectively to maintain high levels of customer satisfaction.

Collaboration

• Working with other departments (e.g., R&D, production) to address recurring issues and improve machine reliability.

Training

• Conducting training sessions for internal staff and end-users on the operation and maintenance of CNC machines.
• Travel:Traveling to customer sites for spare parts sales & service support and audits as needed.
• Spare Parts & After sales Service business
• Maintaining all machines complete spare, wear parts list (BOM) under production
• programs, receiving and responding to customers spare and service requirements,
• providing techno-commercial offers & achieving spare and service revenue targets.

Team & Compliance:

• Guide and train junior technicians and sub- ordinates.

Key Skills and Competencies:

Technical Knowledge:

• Strong understanding of CNC machine operation, maintenance, and common issues.

Customer Service Skills:

• Excellent communication, interpersonal, and problem-solving skills.

Organizational Skills:

• Ability to manage multiple tasks, prioritize effectively, and maintain accurate records.

Technical Skills

• Experience with troubleshooting and resolving issues with CNC machine components (e.g., mechanical, electrical, software)
• Experience in MS Office and PPT Presentations.
• Hands- on experience with hydraulic, pneumatic, lubrication and electrical systems.
• Familiar with TPM principals, maintenance KPIs and improvement methodologies.
• Good communication and vendor coordination skills.
• Analytical mindset with problem-solving abilities.

Desirable Qualifications (Optional):

• Certification in CNC programming or maintenance.
• Exposure to industry 4.0 tools or CMMS systems.

Key Skills:

• Skills highlighted with are preferred key skills.
• SIEMENS / FANUC Controls Knowledge.
• Root cause analysis
• Sales appetite with service background
• Spare Part Management.