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MasterCare Technical Support Rep

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Engineering
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351 Total Views

Mold Masters is looking for a MasterCare Technical Support Representative to join our team in Georgetown, ON.   

The MasterCare Technical Support Representative is responsible for handling post sales technical challenges for customers globally, in particular general inquiries from our North American customer base.  Responsibilities include coordinating problem resolution on major technical challenges working with our in-house and field service teams.

The MasterCare Technical Support Representative will provide personable and comprehensive 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.

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.

 

What Mold Masters Will Offer You:

  • A comprehensive benefits package with coverage that includes Life Insurance, Short Term Disability, Long-term Disability, Vision, & Dental
  • RRSP-registered retirement saving plan, with a 4% match
  • Generous paid time off
  • Onsite Cafeteria and Gym

What you’ll do

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

Basic Requirements:

  • Mechanical Engineering Degree OR College Diploma / Trades Certificate (Mould Maker/Tool Maker)
  • Minimum of five (5) years related experience in plastics industry
  • Ability to independently identify, research, and resolve technical problems; handle and track incoming customer support calls ensuring accurate and prompt customer service;
  • Ability to read and interpret blueprints
  • Familiarity with SAP is highly beneficial

 

Great to Have:

  • 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.
  • Ability to provide personable and comprehensive 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.

 

 Physical Demands:

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodation 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.

 

Who we are:

Mold Masters is an operating company of Hillenbrand. Hillenbrand (NYSE: HI) (www.Hillenbrand.com) is a global industrial company operating in over 40 countries with over 10,000 associates serving a wide variety of industries around the world. Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders. Hillenbrand's portfolio includes brands such as Coperion, Milacron Injection Molding & Extrusion, and Mold-Masters, in addition to Batesville.

 

EEO: 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/veterans.

Mold Masters is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If you require any accommodations at any point during the application and hiring process, please contact us by email at talentacquisition@hillenbrand.com with your accommodation needs, quoting the job opening ID#, job title. Any information received relating to accommodation will be addressed confidentially.

 

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.

 

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