Jobs2web

Lead Customer Service Engineer

Jobs2web

full-time

Posted on:

Location Type: Office

Location: Tokyo • Japan

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Job Level

Senior

Tech Stack

JavaPython

About the role

  • Providing Field Support required to support distributors and end users in resolving complex issues
  • Responding to troubleshooting calls and/or emails in a timely and responsible manner
  • Case Escalation to Global Product Support Engineering and Service Hub as necessary
  • Providing Service Training to distributors and end users in classroom training and onsite
  • Managing Cases from Customers (RMA, Service & Support)
  • Queue Management to reduce long running issues and drive KPI to manage the issues
  • Maintain close relationship with distributor to work jointly to maintain customer satisfaction
  • Coordinate local CSE, FSE and distributor to jointly resolve outstanding issues and cases management
  • Able to navigate him/her in both domestic and global organizational matrix at the same time = drive things locally but aligned with global and APAC service team.

Requirements

  • Fluency in Japanese, sufficient to provide technical support and troubleshooting over the phone
  • Bachelor degree or higher in Engineering/Computer Science related subject
  • Minimum 5 years’ experience in robotics, automation or related industry
  • A minimum of 5 years experience in customer service / after service support on-site
  • Proficiency in a high level programming language such as C++/Java/Python (a plus)
  • Experience in robotics, machinery or equipment in production of factories
  • Excellent interpersonal and technical communication skills
  • Ability to transfer knowledge and have a good understanding of cross cultural differences
  • Problem-solving approach with a good sense of urgency.
Benefits
  • Medical
  • Defined Contribution plans
  • Life and disability insurance
  • Paid vacation & holidays
  • Tuition assistance programs
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
C++JavaPythonroboticsautomationcustomer servicetechnical supporttroubleshootingcase managementqueue management
Soft Skills
interpersonal skillstechnical communicationproblem-solvingsense of urgencyknowledge transfercross cultural understandingcustomer satisfactionteam coordinationrelationship managementtraining
Certifications
Bachelor degree in EngineeringBachelor degree in Computer Science