Customer Technical Service Engineer

KEY RESPONSIBILITIES

You will:

• Support Sales teams during customer visits by representing and enforcing the WCEA Total System Approach and delivering technical expertise on closure systems.

• Independently consult with customers and the sales force to recommend optimized closure systems, capping solutions, and processing conditions aligned with AWCEA standards.

• Manage the Customer Service function, including directing and supervising Service Engineers to ensure high-quality service delivery and customer satisfaction.

• Lead and support customer complaint handling, including technical investigation, root cause analysis, and implementation of corrective and preventive actions.

• Initiate and prepare leasing and sales quotations and contracts for sealing equipment, peripherals, and spare parts.

• Conduct training programs for customer line personnel and internal employees on closure systems, capping operations, and food processing, emphasizing the Total System Approach.

• Perform product application services, including examination of product samples, coordination with external laboratories, and preparation of conclusive technical reports.

• Define and maintain closure profiles , capping parameters, and processing condition documentation in line with company standards.

• Conduct process evaluations and optimization activities, including pressure and temperature measurements, line analysis, and efficiency improvements at customer facilities.

• Drive continuous improvement initiatives to address system weaknesses in collaboration with internal departments and maintain technical knowledge databases.

• Initiate and support trial orders and product development activities to improve product performance and processing conditions.

• Manage and support customer-driven projects related to closure systems and product optimization.

• Handle internal and external claims involving technical aspects, including site visits, investigation, reporting, and coordination with relevant departments.

• Install, commission, and maintain capping machines, including performing trial runs and ensuring operational readiness at customer sites.

• Provide preventive maintenance, troubleshooting, and technical support on capping machines and related equipment.

• Train customers on proper machine operation, maintenance, and best practices to ensure optimal performance and minimize downtime.

• Recommend solutions and improvements for customer production lines, including layout optimization for efficiency and ease of maintenance.

• Conduct machine overhauls, reconditioning, and upgrades for existing equipment.

• Maintain and update pricing for machines, auxiliary equipment, and spare parts, as well as customer equipment databases.

• Build and maintain relationships with packaging material and machinery suppliers to support innovation and technical advancement.

• Report key market insights, product developments, and process innovations to management.

• Deliver internal and external technical training sessions and presentations on capping applications, food processing, and packaging performance.

SKILLS AND QUALIFICATIONS

• Bachelor's degree in Mechanical Engineering

• Minimum of 3 years' experience as a fitter, mechanic, or in a similar technical/service role.

• Demonstrated experience in field service, equipment maintenance, and customer-facing technical support.

• Strong technical knowledge of mechanical systems, packaging, or food processing operations is preferred.

• Packaging or bottling industry experience preferred but not required, with any manufacturing experience acceptable.

• Proven ability to troubleshoot equipment issues and recommend practical, effective solutions.

• Experience in managing service teams or coordinating technical personnel is an advantage.

• Strong customer service orientation with the ability to communicate professionally and build relationships with internal and external stakeholders.

• Detail-oriented with a strong commitment to quality and "right-first-time" execution.

• Ability to anticipate customer needs and deliver high-quality service outcomes.

• Excellent problem-solving, analytical, and report-writing skills.

• Willingness to travel frequently for customer visits, installations, and service activities.

Work Shift: Morning Shift

Work setup: Onsite, Laguna