Customer Satisfaction Engineer

Company Overview

Yamazaki Mazak Singapore is a global leader in machine tool manufacturing, serving high-precision industries such as Automotive, Aerospace, Medical, Semiconductor, Energy, and Oil & Gas with innovative and advanced solutions.

Job Summary

Provide expert technical support and customer service for machine tools and tooling products, driving quality improvements and supporting product development to enhance customer satisfaction and operational excellence.

Responsibilities

• Respond to technical inquiries from Field Engineers and Parts teams to resolve issues efficiently
• Manage and address complaints and inquiries from the Mazak Service Data Base (MSDB) to ensure customer satisfaction
• Provide clear instructions and technical support for investigations into product issues and failures
• Oversee warranty support processes for shipped machine tools and tooling products
• Communicate known issues and case studies transparently to customers to build accountability
• Share technical knowledge to enhance team skills and capabilities
• Collect and analyze data on past failures and issues to support quality improvement initiatives
• Submit change requests to design departments based on complaint and quality feedback
• Communicate updates and field responses through service guides and modification notices
• Arrange and ship free-of-charge replacement parts promptly to support customers
• Collect defective parts, conduct failure analyses, and implement preventive measures to reduce recurrence
• Manage customer satisfaction spare parts inventory for new product models
• Process internal cost transfers related to warranty expenses accurately
• Propose customer service and support requirements during new product development phases
• Participate in evaluation and verification activities for new machine tool models

Preferred competencies and qualifications

• Familiarity with Mazak or other leading CNC machine tools
• Experience coordinating spare parts or managing after-sales service operations