Customer Service Manager

Customer Service Manager, Japan

Would you like to be a part of a rapidly growing company with the opportunity to influence your own career progression?  Could you see yourself providing your problem-solving skills and technical expertise to our global Services organization and make your impact by providing onsite service solutions towards customer case resolution and preventative service programs?

Our Purpose

Universal Robots is leading the collaborative robot (“cobot”) market space worldwide with the largest market share. We’re not like the traditional caged robot companies, which positions us well for growing the non-caged collaborative robot application in millions of manufacturing lines in multiple applications such as palletizing, machine tending, welding, visual inspection etc. We think differently, work differently, and grow differently. Now we need a talented and motivated individual to be our Customer Service Manager who is based in Tokyo, Japan.  Together you will be part of a global and regional organization helping our customers get most out of their investments via achieving high uptime performance on the Cobot/Robot based manufacturing cells.  Learn more about the groundbreaking products you will be working with: http://www.universal-robots.com/

Opportunity Overview

Key Responsibilities of our Customer Service Manager

Reporting directly to APAC Service Operations Manager in Singapore, you will be responsible for resolving all kinds of customer issues in the shortest possible time by supporting our distributors, system integrators and end users in Japan.  You will be expected to travel approximately up to 60% of the time, with regular domestic travel and occasional international travel. Your role will also include the following tasks:

As Customer Service engineer-

• 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
• Coordinate case resolution with Application Engineering & Product Support Engineering as necessary
• Providing Service Training to distributors and end users in classroom training and onsite
• Coordinate with Field Service engineer to resolve issues in-line with service contract commitments
• Managing cases from customers (RMA, Service & Support)
• Resolve customer issues in a timely manner with customer follow up
• Recommend service products to maintain customer robot uptime.

As Customer Service manager in Japan

• Able to coach, guide, develop and manage the local customer service engineer (1HC)
• 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 application team.
• Coordinate service team efforts to drive customer satisfaction.

Job profile:
To gain success in the job it is important that you are outgoing, service-minded and that you can commit at different organizational levels and in different correlations. You should have experience from a support department – preferably with experience within diagnosis and debugging. The job demands that you have documented practical experience within automation – preferably with knowledge of mechanical and electronic products. Furthermore you have experience with technical training and customer visits. To be considered for the job it is vital that you are fluent in Japanese and English. The ideal candidate has:

• Bachelor degree or higher in Engineering/Computer Science related subject
• Minimum 10 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 skills
• Ability to transfer knowledge and have a good understanding of cross cultural differences
• Problem-solving skills
• At least 3 years of experience in managerial role

All About You

The ideal candidate is expected to be:

• Self-starter who is resourceful and initiates work without specific instruction.
• Is flexible and works professionally.
• Quick learner who grasps concepts and processes quickly and intuitively.
• Exhibits ownership over responsibilities and assigned tasks by ensuring that projects/ tasks are completed correctly and on time
• Is a team player and possess an understanding of how different department functions support one another
• An approachable individual who prides in providing a high standard of service and support to distributors and customers
• An extrovert who enjoys interaction with customers
• Experienced in working for a foreign company – a plus
• Achieve Field Support KPI’s for case resolution and customer satisfaction.
• Adopts advanced field service tools such as field service modules and service mobility offered by sales force CRM.

Work interaction:

• Asia Service Operation Manager in APAC – Report line
• Customer Service Engineer in Japan – Subordinate
• Field Service Engineer / Customer Success Manager / Sales / Marketing / Application Engineers - Peer

About us:
Universal Robots is a Teradyne robotics platform company and offer an exciting job with great professional challenges and the opportunity for you to influence your own progression. We emphasize an informal and open work environment where you will have plenty of opportunities to influence and be part of making a difference.

Benefits:

Teradyne offers a variety of robust health and well-being benefit programs, including medical, Defined Contribution plans, life and disability insurance, paid vacation & holidays, tuition assistance programs, and more.

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