Manager in Tokyo | Careerjet

· Primary owner of the client relationship and responsible to deliver client delight across multiple customer sites for the region

· Regular cadence with Customer in order to identify and address any pain points proactively

· Ensure adherence to customer SLAs with regards to responsiveness, issue resolution and site uptime

· Prepare and publish detailed RCA for incidents raised by Customers during Installation and Services by co-ordinating with internal stakeholders

· Lead and perform defined UAT along with Customers and ensure smooth handover of Projects to customers

· Serve as the single point of contact for customer escalations across global sites; ensure proper and timely updates are provided to customers for escalations

Service & KPI Site Management

· Ensure Preventive Maintenance SOP compliance, hardware uptime is maintained as per the contract and support in capturing all relevant details of reported issues in the ticketing system

· Managing site spares & tools kit by systematically capturing parts consumption & conducting timely Inventory audits

· Prepare and regularly update Resource plan for sites with adequate coverage of resources

· Develop and maintain strong working relationships with all internal stakeholders across Product, R & D, Delivery & Client Service team

· Support management in developing, benchmarking and deploying client service strategies focused towards client retention and delight

· Co-ordinate with the Installation & Service Partner, track and manage their performance through periodic review and audits of site health and maintenance tasks

· Proactively monitor and strive to maintain high levels of quality, accuracy, and process

Team & Stakeholder Management

· Ensure the relevant cost involved in Installation & services supporting the customers are monitored and tracked with in the budget allocated and utilized in optimal way

· Identify skill gaps and coordinates for trainings with NPI team to fulfil the training requirements of Installation & Services Engineers and partners

· Define clear roles and responsibilities for Installation & Service Engineers and provide required coaching and mentorship

· Support Sales / Account Team to ensure renewal / extension of Warranty / CMC’s for the respective region’s customers


1) Education and technical expertise

· Engineering degree with at least 10+ years of experience in Installation / Client operations / Client Service / Maintenance and at least 3+ years in managerial capacity

· Knowledge of Linux, Scripting (Shell / Python) will be a plus

2) Work Experience

· Experience in leading teams as an Installation or Service Manager at equivalent position

· Experience in Warehouse operations and automation significantly preferred.

· Experience in working on field & handling technical hardware troubleshooting of a Product line

· Must know Customer Service Processes, deliverables, customer management.

3) Additional requirements

· Comfortable to work in ambiguity & Entrepreneurial mindset

· Inclination towards defining and implementing processes

· Ability to work with cross-functional and multi-cultured teams.

· Language Proficiency – Business Japanese. Worked with Clients directly / dynamic, self-driven one can work under minimum supervision.

· Extensive traveling & spent significant time in auditing customer sites for hardware working sites health uptime.

· Engineering and analytical mindset towards problem-solving is a must




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