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Batesville Coperion Rotex Batesville Batesville Milacron Moldmasters dme

Mastercare Technical Support

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Who we are:


Mold-Masters® is a world-leading supplier of hot runner technology and systems. We design, manufacture and support a full range of hot runner products that are used in the injection molding production of plastic products - from automotive to everyday consumer items.


Mold-Masters® is an operating company of Hillenbrand. Hillenbrand (www.Hillenbrand.com) is a global diversified industrial company with businesses that serve a wide variety of industries around the world. We pursue profitable growth and robust cash generation to drive increased value for our shareholders. Hillenbrand's portfolio includes industrial businesses such as Coperion, Milacron Injection Molding & Extrusion, and Mold-Masters, in addition to Batesville, a recognized leader in the death care industry in North America. Hillenbrand is publicly traded on the NYSE under "HI."


Essential Duties and Responsibilities include the following:

  • Full project responsibility for selected CAR’s assigned to our Master Care team by the Technical Support Manager;
  • Answer calls and identify, diagnose, and resolve customer issues;
  • Provide first-level technical support on basic operational or maintenance issues using documented procedures and available tools;
  • Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls;
  • Dispatch appropriate field service teams as necessary;
  • Escalate problems when unable to make proper determination; coordinate technical proposals and resolution with the applications engineering group;
  • Identify and escalate systemic technical product issues to relevant department;
  • Recommend and carry-out any required commercial resolutions;
  • Remain knowledgeable of MML's product line and service offerings, current industry products and technologies;
  • Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions;
  • Identify and provide input on unique or recurring customer problems;
  • Act independently to field support calls that are technically and interpersonally complex in nature;
  • Initiate follow-through and follow-up actions;
  • Handle all customer communication (oral and written) as necessary to ensure our clients are informed of our actions;
  • Travel to customer as determined necessary to better carry out technical problem identification and resolution;
  • Ensure compliance with Health and Safety program;
  • Provide troubleshooting services by phone, email, and fax to Mold-Master’s customers. 
  • Provide highly technical assistance on hot runner and hot runner-related products, coordinating with other departments as necessary.
  • Dispatch a Service Technician to the customer’s location (across all North America).
  • Ensure ISO guidelines are followed for assigned unit;


  • Ability to independently identify, research, and resolve technical problems; handle and track incoming customer support calls ensuring accurate and prompt customer service;
  • Provide personable and comprehensive on support for Mold-Masters Limited products; find the customer’s root cause - not just the symptom, determining the right solution, and closing the case with a satisfied customer; keep aware of new product introductions, competitive products, new technology, new methodologies, and technology standards.
  • Should have an excellent record with technical customer service and troubleshooting with an emphasis on process engineering or tool making. Previous experience with material rheology as related to injection molding processes is strongly preferred.


  • Must have a College Diploma or Trades Certificate (certified Mould Maker/Tool Maker) in the plastics industry, with a Mechanical Engineering degree, coupled with minimum of five (5) years related experience and/or equivalent combination of education and experience.

Physical Demands:


To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 25lbs. Specific vision abilities may include the employee’s ability to see near and far distances.


DISCLAIMER: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management’s right to assign duties and responsibilities to this job at any time.


At Hillenbrand we strive to build a diverse workforce through equal opportunity employment that embraces and leverages the differences each individual has to offer. Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veteran

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