Lead Customer Service Engineer

Lead Customer Service Engineer, Japan

Do you have what it takes to provide post-sales field service & technical support for a unique and groundbreaking robotic product with a very large installed base and huge growth potential? Do you enjoy problem-solving and working with customers?

Bring 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. Be part of a growing team with a customer-first focus!

Our Purpose

Universal Robots and MiR 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 Field Service Engineer who is based in various regions of the world. 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.

We are changing the ground rules in automation – and it is being noticed!

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.

Opportunity Overview

Reporting directly to APAC Service Operations Manager, you will be responsible for resolving 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
• 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

As Lead Customer Service Engineer in Japan

• 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.

All About you
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:

• 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.

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 / Field Service Engineer / Customer Success Manager / Sales / Marketing / Application Engineers - Peer

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.

Join Teradyne Robotics, a division of Teradyne
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.

Learn more about the company and the products you will be working with here and here.

We look forward to learning more about you!

#LI-EY1