Service Hotline Engineer - Injection Moulding / CNC / Machine Tool

Wynne Consulting; Coventry; On-site; GBP 32,000 - 45,000; Full time

Job summary

Wynne Consulting in Coventry seeks a Service Hotline Engineer to provide remote fault diagnosis and on-site support for injection moulding, CNC and machine tool products. You will coordinate service activity, maintain customer relationships, and help maximise machine uptime.

The role requires practical engineering experience, strong communication, and the ability to manage multiple priorities. Occasional travel to UK sites may be required.

Qualifications

• 4+ years of experience supporting or troubleshooting industrial injection moulding machinery, CNC, or machine tools.
• Technical qualification in engineering or equivalent industry experience.
• Experience with CRM, ERP, SAP, or service management systems.

Responsibilities

• Act as the primary contact for injection moulding customer service and technical enquiries.
• Diagnose machine faults remotely using calls, email, and remote tools.
• Coordinate on-site service attendance and plan preventative maintenance.
• Log and manage customer cases in the ERP system and provide timely updates.
• Maintain strong customer relationships and contribute to service improvement.

Skills

Industrial machinery support

CNC machines

Fault diagnosis

CRM/ERP systems

Customer service

Technical communication

Problem solving

Education

Engineering degree or equivalent

Tools

CRM software

SAP

ERP systems

Job description

JOB TITLE: Service Hotline Engineer (Injection Moulding / CNC / Machine Tool)

DURATION: Permanent, Full-time

LOCATION: Coventry (Office based role)

This is a brilliant opportunity working for a global business and market leader in the industry!

Purpose of the Role

To provide technical support and service coordination for customers, delivering effective remote fault diagnosis and resolution to maximise machine uptime and customer satisfaction. The role will initially focus on injection moulding products, with the opportunity to develop technical expertise across other CNC product lines.

Your core tasks will include

Technical Support

• Act as the primary point of contact for injection moulding customer service and technical enquiries
• 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 minimising machine downtime and restoring production as quickly as possible
• Provide technical support across other products as required

Service Coordination

• Log, prioritise, and manage customer cases through the ERP service management system.
• Coordinate Service Engineer attendance when on-site support is required and provide technical support
• Plan and coordinate preventative maintenance activities for company products
• Monitor open cases and provide customers with timely updates on progress and resolution activities
• Build and maintain strong customer relationships through professional and proactive support
• Deliver excellent customer service and contribute to continuous service improvement through feedback

Health & Safety

• Ensure compliance with health and safety/environmental requirements, including RAMS, permits, and site access processes

General

• Ensure adherence to established processes, standards, compliance requirements and SLA’s
• Contribute to Service revenue, utilisation, and customer satisfaction targets/KPIs
• Maintain and develop technical knowledge of company core products, applications, and related technologies
• Undertake any other duties within the scope of the role as required by the Service Manager

Your Profile

• Minimum of 4 years' experience supporting, maintaining, or troubleshooting industrial injection moulding machinery, CNC, machine tools
• Technical qualification in a relevant engineering discipline and/or equivalent industry experience.
• Proven experience diagnosing and resolving faults on industrial machinery, automation equipment, or manufacturing systems.
• Experience using CRM, SAP, ERP, or service management systems.
• Strong fault-finding, analytical, and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities and perform effectively under pressure.
• Ability and drive to develop technical expertise across the wider company product portfolio

Key Success Measures

• High customer satisfaction
• Achievement of utilisation targets and service related KPIs.
• Positive contribution to customer retention and service business growth

You may be required to

• Support wider operational initiatives as required.
• Support internal projects and implementation activities.
• Travel to customer sites and offices in the UK and overseas as required.