AM Supply - Technician
About this role
ROLE PURPOSE The Service Technician is a field service role created to expand service coverage in underpenetrated city clusters and support in routine break-fix, preventive maintenance and warranty work in order to increase overall service market share through wider geographic reach. KEY RESPONSIBILITIES Field Service Execution
Attend assigned break-fix and routine maintenance calls at customer sites within the assigned cluster Execute preventive maintenance (PM) jobs and warranty calls as per CSD plan Diagnose first-level issues; escalate complex faults to the on-roll Service Engineer or Regional Service Manager Complete service reports, machine readings and job sheets in the field service / dispatch tool
Spare Parts & Upsell Referral
Identify spare-parts requirements at the customer site and raise demand through the spares process Flag upsell opportunities (genuine parts replacement, retrofit) to the assigned KAM, if any, or to Regional Service Manager
Productivity & Compliance
Adhere to dispatch / scheduling assigned by the Regional Service Manager Maintain tools, safety gear and service kit per Milacron standards Follow safety protocols at all customer sites
SUCCESS METRICS / KPIS
Service Quality
Productivity
Commercial Contribution
First-time-fix rate (L1 / routine calls) Service NPS at assigned customers
Calls closed per day / week vs. target Productive visits % (% of revenue-generating visits) Chargeable SE Utilization % PM compliance % (jobs done on schedule)
Number of spare-parts referrals raised
KEY SKILL REQUIREMENTS
Skill Dimension
What We Are Looking For
Technical
Diploma in Mechanical, Electrical or Mechatronics Working knowledge of injection-moulding machines or similar industrial equipment (training will be provided) Ability to diagnose first-level mechanical / electrical / hydraulic faults
Operational
Use of field service / dispatch / scheduling tools Job sheet, machine reading and basic reporting discipline
Behavioural
Customer-first mindset and discipline at site Willingness to travel within assigned cluster Reliability and safety consciousness