Customer Satisfaction Engineer

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.