Customer Satisfaction Engineer

2 weeks ago

Singapore Yamazaki Mazak Singapore Pte Ltd Full time $80,000 - $120,000 per year

Key Responsibilities:

1. Technical Support

  • Responding to technical inquiries from Field Engineers (FE), Parts team
  • Handling inquiries and complaints from the MSDB (Mazak Service Data Bace)
  • Providing instructions and technical support for investigations related to issues and failures
  • Managing warranty support for shipped products(Machine tool and Tooling section)
  • Providing explanations to customers regarding known issues and case studies (accountability and transparency)
  • Share the technical knowledge to enhance the team skill up

2. Complaint Handling and Quality Improvement

  • Collecting and sharing data related to past failures and issues
  • Sharing information on complaints and quality improvement actions; submitting change requests to design departments
  • Communicating updates and field responses through service guides and modification notices

3. Free-of-Charge (FOC) Parts Handling

  • Arranging and shipping free replacement parts
  • Collecting defective parts, conducting failure analysis, and implementing preventive measures
  • Managing CS (Customer Satisfaction) spare parts inventory for new models
  • Processing internal cost transfers related to warranty expenses

4. Customer Service Involvement in Product Development

  • Proposing CS and service requirements during new product development
  • Participating in evaluation and verification processes for new models

Qualifications and Skills:

  • Diploma or Degree in Mechanical Engineering, Electrical Engineering, Mechatronics, or a related field.
  • 2+ years of experience in a customer service or technical support role, preferably in the machine tool or industrial equipment sector.
  • Strong understanding of CNC machines, automation systems, or industrial machinery.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and manage multiple priorities.
  • Proficient in Microsoft Office (Word, Excel, Outlook); experience with CRM systems is an advantage.
  • Detail-oriented with strong organizational skills.
  • Customer-focused mindset with a proactive attitude.
  • Fluent in English (spoken and written); other language skills (Mandarin, Malay, or other ASEAN languages) are a plus.

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