Customer Satisfaction Engineer - #1162030

Key Responsibilities

1. Technical Support & Knowledge Management

• Provide technical support to Field Engineers (FE) and Parts team on machine issues and troubleshooting

• Manage and respond to service inquiries via MSDB (Mazak Service Database)

• Support root cause investigations and guide resolution of technical failures

• Manage warranty cases for machines and tooling, including claims validation

• Communicate known issues, countermeasures, and case learnings to customers

• Develop and share technical knowledge to upskill internal teams

2. Complaint Management & Quality Improvement

• Consolidate and analyze failure data, complaints, and field feedback

• Drive corrective actions by coordinating with design and relevant stakeholders

• Submit engineering change requests and track improvement actions

• Communicate updates via service guides, technical bulletins, and modification notices

3. Warranty & FOC Parts Management

• Coordinate Free-of-Charge (FOC) parts provision and shipment

• Manage defective parts return, failure analysis, and preventive measures

• Maintain CS spare parts inventory for new models

• Track and process warranty-related costs and internal chargebacks

4. Customer Support in Product Lifecycle

• Provide after-sales and service requirements input during new product development

• Support validation, evaluation, and readiness of new machine models

• Ensure serviceability and field support considerations are incorporated early

Requirements

Education & Experience

• Diploma or Degree in Mechanical, Electrical, Mechatronics, or related field

• Minimum 2 years’ experience in technical support, after-sales service, or customer engineering within industrial equipment / CNC environment

Skills & Competencies

• Strong knowledge of CNC machines, automation systems, or industrial machinery

• Structured problem-solving and root cause analysis capability

• Effective communication skills to translate technical issues for customers and stakeholders

• Ability to manage multiple priorities and work independently

• Proficient in Microsoft Office; familiarity with CRM / service systems preferred

• Detail-oriented with strong coordination and documentation skills

• Customer-focused with a proactive and improvement-driven mindset

Preferred

• Experience with Mazak or equivalent CNC machine tools

• Exposure to warranty handling, claims management, or after-sales operations

• Additional language proficiency (e.g. Mandarin or other ASEAN languages) is an advantage for communicating with regional stakeholders and customers.

The Talent People Pte. Ltd. is committed to fair and merit-based recruitment practices in accordance with the Tripartite Guidelines on Fair Employment Practices. All applications will be assessed based on skills, experience, qualifications, and job suitability.

By submitting your personal data and/or resume, you are deemed to have agreed and consented to The Talent People Pte. Ltd. collecting, using, retaining, and disclosing your personal information to prospective employers for their consideration, in accordance with the Personal Data Protection Act 2012 (PDPA).

We regret to inform that only shortlisted candidates will be notified. We wish you the best of luck.

The Talent People Pte. Ltd. | EA Licence No.: 24C2589