Service Hotline Engineer

Sierra 57 Consult; Coventry; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Profit share bonus scheme

Company car

25 days holiday plus bank holidays

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

Job summary

Sierra 57 Consult is seeking a site-based Service Hotline Engineer for a premier injections moulding machinery and automation client in the UK. You will diagnose faults remotely, provide electrical, mechanical, control and process troubleshooting, and coordinate onsite attendance as needed.

The role focuses on minimizing downtime, restoring production quickly, and maintaining proactive customer support while adhering to SLAs and established processes.

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.
• 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 using telephone, email and remote support tools.
• Provide troubleshooting support for electrical, mechanical, control and process related issues.
• Support customers in minimizing machine downtime and restoring production as quickly as possible.
• Coordinate Service Engineer attendance when onsite support is required and provide technical support.
• Plan and coordinate preventative maintenance activities for company products.
• 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 SLAs.

Skills

Fault finding

Analytical thinking

Problem solving

Communication skills

Customer service

Education

Engineering qualification

Tools

CRM systems

SAP

ERP

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 SLAs

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 skillsExcellent 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

For all UK job positions work seekers must be eligible to work and live in the UK