Customer Service Engineer

Customer Service Engineer for a Japanese company - Work location in Chennai, India We are seeking a highly skilled and motivated Assemble and Customer Service Engineer to join our team in India. This role involves machine assembly, startup, troubleshooting, customer training, and after-sales support. The ideal candidate should have strong technical expertise, problem-solving skills, and excellent communication abilities to assist customers in ensuring smooth machine operation and maintenance.

Key Responsibilities:

1. Machine Assembly & Installation:
   • Assemble the machine on-site, including moving in, positioning, adjusting levels, and electrical wiring.
   • Ensure proper setup and alignment for optimal functionality.
2. Start-Up & Commissioning:
   • Measure various vacuum data during startup and commissioning.
   • Ensure all components function correctly before handing them over to the customer.
3. Troubleshooting & Problem-Solving:
   • Identify and resolve issues encountered during startup to ensure the customer can commence mass production.
   • Provide on-site and remote troubleshooting support to resolve operational challenges.
4. Customer Training & Support:
   • Conduct training sessions for customers on ion source maintenance, EB gun filament replacement, vacuum gauge, vacuum pump, crystal monitor and OMS light source change.
   • Provide guidance on proper machine operation and maintenance best practices.
5. Feedback & Reporting:
   • Report defective products, quality concerns, and other issues to the company for continuous improvement.
   • Maintain detailed documentation of troubleshooting steps, issues encountered, and resolutions.
6. Remote Diagnosis & Solution Planning:
   • Assess machine failures via phone or email and develop corresponding action plans based on reported issues.
   • Provide step-by-step guidance to customers to resolve minor issues remotely.
7. Spare Parts Management & On-Site Support:
   • Collect and dispatch required parts to customers.
   • Guide customers in resolving issues; if remote guidance is insufficient, visit the site to resolve problems effectively.
8. Task Documentation & Case Tracking:
   • Maintain and update customer issue logs and ensure all cases are resolved efficiently.
   • Organize problems into task books and track progress until the issue is closed.
9. Customer Visits & Maintenance Checks:
   • Conduct regular visits to customers to ensure machines are operating correctly and provide preventive maintenance guidance.
   • Address any concerns customers may have to improve machine longevity and performance.

Qualifications & Skills:

• Bachelor's degree/Diploma in Mechanical, Electrical, or related engineering fields.
• 2+ years of experience in machine assembly, commissioning, or customer support.
• Strong troubleshooting and problem-solving skills.
• Proficiency in reading electrical and mechanical schematics.
• Ability to communicate effectively in English (both written and verbal).
• Willingness to travel to customer sites as required.
• Knowledge of vacuum technology and industrial machinery is an advantage.