Job Description:

Job Description: Customer Service Advisor (CSA) / Technical Support Engineer

Job Title: Customer Service Advisor (CSA) / Technical Support Engineer

Department: Technical Support / After-Sales & Field Application

Location: Chhatrapati Sambhajinagar, Maharashtra

Employment Type: Full-Time

Experience Required: 4 to 6 years

Educational Qualification: Diploma / B.E. / B.Tech in Mechanical, Production, or Automobile Engineering

Offered CTC: ₹4.0 Lakhs – ₹7.0 Lakhs per annum (commensurate with experience)

Position Overview

We are seeking an experienced and hands-on Customer Service Advisor (CSA) to manage field-level technical support, customer troubleshooting, and client relationship management for high-precision tooling systems.

The ideal candidate will possess deep expertise in metal-cutting tools, broaching, gauging, and gear manufacturing tools (hobs). This role requires high mobility, involving 15 to 20 days of monthly factory/site visits to client locations across the region to diagnose tooling issues, optimize performance, and resolve operational complaints on-site.

Key Responsibilities

Field Technical Support & Complaint Resolution

• Visit client manufacturing facilities (15–20 days per month) to investigate, troubleshoot, and resolve technical issues related to tooling applications.

• Perform root cause analysis (RCA) on premature tool wear, tool breakage, surface finish issues, or dimensional inaccuracies on customer production lines.

• Provide immediate on-site technical solutions and establish standard operational procedures (SOPs) to prevent recurring issues.

Tooling Expertise & Application Engineering

• Advise clients on the selection, setup, speed/feed optimization, and correct application of cutting tools, broaches, gauges, and hobs.

• Oversee tool trials, performance benchmarking, and re-grinding/coating evaluation at customer sites.

• Provide technical training and best-practice guidance to machine operators, quality teams, and plant supervisors at client factories.

Client Relationship & Reporting

• Act as the primary technical liaison between the customer's production/quality engineering team and internal engineering/R&D divisions.

• Generate detailed Technical Inspection Reports (TIR), Corrective and Preventive Action (CAPA) documents, and customer visit logs.

• Track customer complaint trends and share operational feedback with internal product development and manufacturing teams to drive quality improvements.

Required Knowledge & Skills

Technical Competencies

• Tooling Knowledge: Strong practical understanding of cutting tools (carbide/HSS inserts, drills, end mills), broaches (internal/external), gear-cutting tools (hobs, shapers), and inspection gauges (plug, ring, spline gauges).

• Machining Processes: Solid understanding of CNC turning, milling, broaching, gear hobbing, and grinding operations.

• Failure Analysis: Proficiency in tool wear pattern analysis, machining vibration identification, and geometry verification.

• Documentation: Capability to draft structured RCA, 8D reports, and CAPA documents for client engineering teams.

Soft Skills & Operational Requirements

• Excellent problem-solving, communication, and interpersonal skills to handle challenging plant environments.

• Strong negotiation and client management ability to navigate production downtime pressure professionally.

• Willingness and physical readiness to travel extensively (15–20 days per month).

• Fluency in Hindi and Marathi (for local factory floor communication); working proficiency in English (for reporting and internal communications).

Candidate Profile

• Experience: 4–6 years of relevant experience in technical service, application engineering, or quality assurance within the cutting tool, tooling accessories, or precision machining industry.

• Education: Diploma or Degree (B.E./B.Tech) in Mechanical, Production, or Automobile Engineering.

• Locational Constraint: Candidates currently based in or willing to relocate to Chhatrapati Sambhajinagar with a valid driving license and willingness to travel frequently.