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.

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.

Lead Customer Service Engineer

Key skills