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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.