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About the Role

Provide post-sales field service and technical support for a unique robotic product, resolving customer issues and contributing to preventative service programs. Be part of a growing team with a customer-first focus.

Responsibilities

• Provide field support to distributors and end users for resolving complex issues.
• Respond to troubleshooting calls and/or emails in a timely and responsible manner.
• Escalate cases to Global Product Support Engineering and Service Hub as necessary.
• Provide service training to distributors and end users through classroom training and onsite sessions.
• Manage customer cases, including RMA, Service & Support.
• Manage queues to reduce long-running issues and drive KPIs for issue management.
• Maintain close relationships with distributors to ensure customer satisfaction.
• Coordinate local CSE, FSE, and distributors to jointly resolve outstanding issues and manage cases.
• Navigate domestic and global organizational matrices to drive local initiatives while aligning with global and APAC service teams.

Requirements

• Outgoing, service-minded, and able to commit at different organizational levels and in different correlations.
• Experience from a support department, preferably with diagnosis and debugging experience.
• Documented practical experience within automation, preferably with knowledge of mechanical and electronic products.
• Experience with technical training and customer visits.
• Fluent in Japanese and English.
• Minimum 5 years’ experience in robotics, automation or related industry.
• A minimum of 5 years experience in customer service / after service support on-site.
• Excellent interpersonal and technical communication skills.
• Ability to transfer knowledge and understand cross-cultural differences.
• Problem-solving approach with a good sense of urgency.
• Self-starter who is resourceful and initiates work without specific instruction.
• Flexible and works professionally.
• Quick learner who grasps concepts and processes quickly and intuitively.
• Exhibits ownership over responsibilities and assigned tasks.
• Team player with an understanding of how different department functions support one another.
• Approachable individual who prides in providing a high standard of service and support.
• Extrovert who enjoys interaction with customers.
• Experience in working for a foreign company is a plus.
• Achieve Field Support KPIs for case resolution and customer satisfaction.
• Adopts advanced field service tools such as field service modules and service mobility offered by sales force CRM.

Skills

• Problem-solving
• Technical expertise
• Diagnosis
• Debugging
• Technical training
• Customer visits
• Interpersonal skills
• Technical communication
• Knowledge transfer
• Cross-cultural understanding
• Urgency
• Resourcefulness
• Flexibility
• Professionalism
• Quick learning
• Ownership
• Teamwork
• Approachable
• Extroversion
• Proficiency in a high level programming language such as C++/Java/Python (a plus)

Location

• Japan

Work Type

• Field Service
• Onsite
• Domestic travel
• International travel

Experience Level

• Minimum 5 years’ experience in robotics, automation or related industry
• A minimum of 5 years experience in customer service / after service support on-site

Education Level

• Bachelor degree or higher in Engineering/Computer Science related subject

Benefits

• Medical
• Defined Contribution plans
• Life and disability insurance
• Paid vacation & holidays
• Tuition assistance programs

About the Company

• Universal Robots and MiR are leading the collaborative robot (“cobot”) market space worldwide with the largest market share.
• We are changing the ground rules in automation.
• Teradyne Robotics is a great place to work with an exciting company culture, passionate employees, and a supportive management team, all poised for continued growth.
• Our product is taking the industry by storm, disrupting industrial automation.
• Teradyne Robotics offers an exciting job with great professional challenges and the opportunity for you to influence your own progression.
• We emphasize an informal and good work environment where you will have an opportunity to gain influence and be part of making a difference.