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.