Roll Forming Machine Customer Support Job

Here’s an overview of the key responsibilities, skills, and qualifications you might encounter in such a role:

Key Responsibilities:

1. Technical Support:
   • Assist customers with technical issues related to roll forming machines, including setup, operation, and troubleshooting.
   • Provide detailed instructions and guidance over phone, email, or chat to resolve machine-related problems.
   • Remotely diagnose machine issues using available tools or by guiding the customer through a diagnostic process.
2. Field Support:
   • Travel to customer sites to perform on-site troubleshooting, machine repairs, installations, or maintenance.
   • Ensure proper machine operation by conducting inspections and adjustments when necessary.
3. Customer Training:
   • Train customers on the proper use, maintenance, and safety procedures for roll forming machines.
   • Create and maintain customer training materials, including manuals and video tutorials.
4. Service Coordination:
   • Collaborate with the sales, engineering, and service teams to ensure customer needs are met.
   • Schedule and manage service appointments, coordinating the delivery of spare parts and technical resources as needed.
5. Documentation & Reporting:
   • Document all customer interactions, technical issues, and resolutions in a CRM or support database.
   • Prepare detailed service reports, including parts used, services performed, and recommendations for machine improvements or customer follow-up.
6. Product Feedback:
   • Gather customer feedback on machine performance and collaborate with the engineering team to improve machine design or software.
   • Report recurring issues and customer pain points to enhance product development.
7. Warranty & Repairs:
   • Manage warranty claims, ensuring timely repair or replacement of defective parts.
   • Work with vendors and internal teams to ensure that repairs are conducted within the agreed-upon timelines.

Key Skills Required:

1. Technical Knowledge:
   • In-depth understanding of roll forming machines, their components, and how they operate.
   • Ability to read and understand machine schematics, technical drawings, and manuals.
2. Problem-Solving Skills:
   • Strong diagnostic and troubleshooting skills to resolve mechanical and technical issues efficiently.
   • Ability to think critically and offer solutions under pressure.
3. Communication Skills:
   • Excellent verbal and written communication skills for explaining complex machine issues to customers in a simple, understandable way.
   • Strong interpersonal skills for dealing with a variety of customer personalities and needs.
4. Customer Service Oriented:
   • Patience, empathy, and the ability to remain calm and helpful when dealing with frustrated customers.
   • A focus on customer satisfaction, ensuring timely and effective problem resolution.
5. Hands-On Mechanical Skills:
   • Familiarity with hand tools and diagnostic equipment used for machine maintenance and repair.
   • The ability to physically perform machine repairs and adjustments as needed.
6. Software Proficiency:
   • Knowledge of customer relationship management (CRM) tools to track service interactions.
   • Familiarity with any software used to operate or monitor roll forming machines.
7. Multitasking and Organizational Skills:
   • The ability to manage multiple customer cases simultaneously and prioritize based on urgency.
   • Strong time management skills for scheduling and handling support requests efficiently.

Qualifications:

• Education:
  • Typically, a degree in mechanical engineering, manufacturing, or a related field, or equivalent experience working with roll forming or industrial machinery.
• Experience:
  • Previous experience in customer support, technical service, or a similar role in the manufacturing or metal-forming industry is highly desirable.
• Certifications:
  • Certifications in mechanical or technical support can be a plus.
• Travel Availability:
  • Willingness to travel to customer sites for field service when required.

Career Growth:

This role can often serve as a gateway to higher-level positions in customer success, technical sales, product management, or service management within the roll forming or manufacturing industry. It offers hands-on experience with cutting-edge machinery and direct customer interaction, which can lead to advancements in various technical and managerial roles.