JOB DESCRIPTION

The Service Hotliner serves as the first line of technical support for customers and dealers. This role focuses on remote troubleshooting, technical consultation, and issue resolution for CNC machine tools (machining centers, lathes, 5-axis machines, etc.). The Service Hotliner ensures fast, professional support to minimize downtime and provides technical backup to field service engineers.

REQUIREMENTS

• 5+ years (Senior : 15+ years) of experience in CNC machine tools service and support or related field.
• Strong knowledge of CNC controls (Fanuc, Siemens or equivalent).
• Familiarity with machine tool mechanics, hydraulics, pneumatics, and electrical systems.
• Proficiency in reading technical drawings, wiring diagrams, and error codes.
• Excellent problem-solving skills and ability to perform systematic troubleshooting.
• Strong communication skills and customer-oriented mindset.

KEY RESPONSIBILITIES

• Provide remote technical support to customers and dealers via phone, email, or online platforms.
• Diagnose and analyze CNC control alarms (Fanuc, Siemens etc.), electrical/mechanical issues, and software-related errors.
• Guide customers through troubleshooting procedures and recommend corrective actions.
• Record service requests, case histories, and machine failures in the company’s CRM/service database.
• Escalate unresolved issues by coordinating on-site service dispatch and supporting field engineers as second-line technical backup.
• Conduct root cause analysis for recurring problems and propose preventive solutions.
• Develop and maintain service documentation, troubleshooting guides, FAQs, and technical bulletins.
• Collaborate with R&D, Quality, and Production teams to provide feedback for product improvement.
• Maintain professional communication with customers, ensuring high levels of satisfaction and service quality.