Service Hotline Engineer - Injection Moulding

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

DURATION: Permanent, Full-time

LOCATION: Coventry (Office based role)

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

Customer Excellence

• 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
• Fluent in English