Service Hotline Engineer

Sierra 57 Consult Ltd; Corley; On-site; GBP 38,000 - 58,000; Full time

Benefits offered by this job

Profit share

Company car

25 days holiday

Birthday day off

Private medical

Life assurance

Long service awards

Employee assistance

PerkBox

Critical illness

Income protection

Dental insurance

Travel insurance

Pension

Death in service

Private healthcare

Job summary

Sierra 57 Consult Ltd has teamed with a premier global manufacturer of injection moulding machinery to recruit a Site-based Service Hotline Engineer. You will diagnose faults remotely and provide expert technical support to maintain production and minimise downtime.

Ideal candidates possess extensive injection moulding experience, strong communication skills, and a proactive service mindset. A UK driving licence and ability to manage multiple priorities are essential.

Qualifications

• Minimum 5 years’ experience supporting, maintaining or troubleshooting industrial injection moulding machinery.
• Technical qualification in a relevant engineering discipline.
• Proven experience diagnosing and resolving faults on industrial machinery, automation equipment or manufacturing systems.
• Strong fault finding, analytical and problem solving skills.
• Excellent communication and customer service skills.
• Experience using CRM, SAP, ERP or service management systems.
• Full UK Driving Licence.
• Ability to manage multiple priorities and perform under pressure.

Responsibilities

• Diagnose machine faults remotely via telephone, email and remote tools.
• Provide troubleshooting for electrical, mechanical, control and process issues.
• Support customers in minimising downtime and restoring production quickly.
• Provide technical support across range of product offerings as required.
• Co-ordinate Service Engineer attendance when onsite support is required and provide technical support.
• Plan and co-ordinate preventative maintenance activities for company products.
• Monitor open cases and provide customers with timely updates on progress and resolution activities.
• Log, prioritise and manage customer cases through the ERP service management system.
• Build and maintain strong customer relationships through professional and proactive support.
• Deliver excellent customer service and contribute to continuous improvement through feedback.
• Ensure adherence to established processes, standards, compliance requirements and SLA’s.

Skills

Fault diagnosis

Customer service

Technical communication

Problem solving

Multi-tasking

Education

Engineering qualification

Tools

CRM systems

SAP

ERP

Service management systems

Job description

Overview: Working alongside our client, an established high profile global manufacturer and supplier of injection moulding machinery and bespoke automation, to source a site-based Service Hotline Engineer.

Benefits

• Profit share bonus scheme
• Company car
• 25 days holiday plus bank hols
• Extra day off for your birthday
• Private medical insurance
• Life assurance
• Long term service awards
• Employee assistance programme
• PerkBox
• Critical illness insurance
• Group income protection insurance
• Dental insurance
• Travel insurance
• Good pension scheme
• Death in service benefit
• Private healthcare

Remit

• Exceptional job opportunity working for a premier market leader within injection moulding machinery and factory automation, offering an excellent company benefits package alongside extensive opportunities for development and career progression
• The successful Service Hotline Engineer will act as the primary point of contact for technical enquiries and customer service
• This position will suit a skilled Injection Moulding Engineer with strong machine maintenance background, technical expertise and professional communication skills

Role

• In the role of Service Hotline Engineer, you will be responsible for diagnosing machine faults remotely using telephone, email and remote support tools
• As Service Hotline Engineer you will provide troubleshooting support for electrical, mechanical, control and process related issues
• Support customers in minimizing machine downtime and restoring production as quickly as possible
• Provide technical support across range of company product offerings as required
• Co-ordinate Service Engineer attendance when onsite support is required and provide technical support
• Plan and co-ordinate preventative maintenance activities for company products
• Monitor open cases and provide customers with timely updates on progress and resolution activities
• Log, prioritise and manage customer cases through the ERP service management system
• Build and maintain strong customer relationships through professional and proactive support
• Deliver excellent customer service and contribute to continuous improvement through feedback
• Ensure adherence to established processes, standards, compliance requirements and SLA’s

Experience Requirements

• Minimum 5 years’ experience supporting maintaining or troubleshooting industrial injection moulding machinery
• Technical qualification in a relevant engineering discipline
• Proven experience diagnosing and resolving faults on industrial machinery, automation equipment or manufacturing systems
• Strong fault finding, analytical and problem solving skills
• Excellent communication and customer service skills
• Experience using CRM, SAP, ERP or service management systems
• Strong technical knowledge of injection moulding machinery and automation systems
• Full UK Driving Licence
• Ability to manage multiple priorities and perform effectively under pressure

Key Words: “Hotline Service Engineer”, “Hotliner”, “Field Service Engineer”, “Service Engineer”, “Technical Support Engineer”, “Maintenance Engineer”, “Installation Engineer”, “Injection Moulding”, “Plastics”, “IM Machinery”, “Automation”