Customer Service Technician

Job Description: - Service Engineer

1. Primary Eligibility (Mandatory)

Education

• Diploma / PG Diploma in Plastic/Tooling (CIPET, IGTR, NTTF, GTTC)

Experience

• 4–8 years of hands-on experience in Injection Molding Processing, Mold Maintenance, or Hot Runner System Service.
• Mandatory experience in either:
• Injection molding process optimization and troubleshooting, OR
• Mold maintenance, repair, and servicing in Automotive Lighting applications (Headlamp, Tail Lamp, etc.).

2. Technical Competencies (Must Have)

Injection Molding & Processing

• Knowledge of injection molding machines and processing parameters.
• Understanding of engineering polymers such as PC, PMMA, ABS, PC-ABS, PBT, PA, etc.
• Ability to troubleshoot molding defects and process-related issues.
• Knowledge of mold cooling, gating systems, and cycle optimization.

Mold Maintenance

• Experience in mold assembly, disassembly, maintenance, and repair.
• Understanding of hot runner systems, valve gate systems, heaters, thermocouples, and controllers.
• Knowledge of mold components and spare parts identification.

Engineering Skills

• Ability to read and interpret 2D/3D drawings and GD&T.
• Knowledge of machining processes such as CNC, Milling, Lathe, EDM, Grinding, and Polishing.
• Ability to use measuring instruments such as Vernier Caliper, Micrometer, Height Gauge, Dial Gauge, etc.

Electrical & Hot Runner Systems

• Knowledge of hot runner temperature controllers (MTC/HRTC).
• Understanding of Sequential Gate Controllers and related electrical accessories.
• Basic electrical troubleshooting capability.

3. Preferred Skills

• Experience with Moldflow analysis reports and interpretation.
• Experience with optical or high-appearance molded parts.
• Experience working  on Hot runner Systems
• Ability to prepare and maintain service reports, visit reports, expense reports, and technical documentation.
• Ability to use company systems such as CRM, ERP, or service management software for updating service activities and customer records.
• English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, basic rules of composition and grammar.
• Basic computer proficiency in MS Excel, Word, PowerPoint, Outlook, and Teams.
• Working knowledge of Excel functions, data entry, filters, sorting, report preparation, and basic data analysis.

4. Service Engineer Responsibilities

• Installation, commissioning, maintenance, and troubleshooting of Hot Runner Systems.
• Customer support and training at customer locations.
• Diagnose and resolve processing, mold, and hot runner-related issues.
• Perform rework, modification, repair, and testing activities.
• Prepare detailed service reports and technical documentation.
• Coordinate with internal technical teams for issue resolution.
• Build strong customer relationships and ensure customer satisfaction.
• Follow all safety standards and company procedures.
• Travel extensively across assigned regions.

5. Key Behavioral Competencies

• Strong problem-solving and analytical skills.
• Customer-focused attitude.
• Effective communication and presentation skills.
• Ability to work independently with minimum supervision.
• Good time management and planning skills.
• Adaptability to changing customer and business requirements.
• Ability to handle pressure situations and critical breakdowns.