Customer Claim Service Engineer

Responsibilities and key tasks:

Error Pattern Identification:

Review customer error descriptions to determine whether a predefined error sequence already exists.

Check if the reported issue matches any known error patterns listed in the official error definition list.

Diagnosis & Service Coordination:

Evaluate whether an on-site service call is necessary or if the issue can be diagnosed remotely (e.g. via photos).

Report required service operations to the service provider for scheduling and execution.

Arrange for the collection of affected parts and await the results of the technical findings.

Complaint Processing:

Determine whether the complaint should be processed using an 8D report or a service report, based on the nature and severity of the issue.

Qualifications & experience :

• Graduated with a Bachelor's degreein Mechanical Engineering or related fields. With more than 2 years relevant experience.
• Strong technical understanding of fan or motor products is required.
• Intensive knowledge of Statistical Tools for Production Processes (Process capability, SPC, MSA).
• Knowledge of the 6-Sigma methodology is of an advantage.
• Able to work independently.
• Strong problem - solving , decision making and analytical skills.
• Good knowledge of ISO9001 and VDA6.3.
• Computer literacy (Word, Excel, Outlook).
• Able to read technical drawings.
• Very strong English skills in writing and speaking.
• Car driving license.
• Hands-on mentality for involvement in the daily production process.
• Experience in Minitab or Datalyzer.
• Experience in creation of Process-FMEA.
• Knowledge of ESD related issues (DIN EN 61340-5-1).