サービスセンターマネージャー/ Service Centre Manager

A global technology company is looking for a Service Centre Manager. The chosen applicant will oversee service operations, driving operational performance, customer satisfaction, and service business growth.

Responsibilities:

• Run the day-to-day operations of the Japan service centre, including repair, calibration, technical support, and dispatch
• Manage repair turnaround time, first-time-fix rate, throughput, backlog, on-time delivery, and other service KPIs
• Plan service capacity, scheduling, and workload distribution to achieve service level targets
• Implement global service processes, standards, and remote service capabilities to improve efficiency
• Manage the Japan service P&L, including service revenue, margin, repair, spare parts, calibration, and service contracts
• Grow recurring service revenue through service contracts, calibration services, extended warranties, and upgrades in collaboration with Sales
• Identify and refer customer expansion and replacement opportunities to the Sales team
• Lead, develop, coach, and retain the Japan service team while promoting accountability and continuous improvement
• Implement technical competency, certification, and training programmes for service engineers and calibration technicians
• Serve as the primary escalation point for critical customer service issues and key accounts
• Monitor customer satisfaction and implement voice-of-customer initiatives to improve retention and service quality
• Drive continuous improvement initiatives to enhance productivity, turnaround time, first-time-fix rate, and cost efficiency
• Manage spare parts inventory, availability, warranty processes, and reverse logistics to support service delivery
• Oversee authorised service partners in Japan to ensure quality, safety, and contractual compliance
• Ensure compliance with health, safety, environmental, calibration, and Japanese regulatory requirements
• Collaborate with Global Technical Service, Sales, Operations, Quality, Supply Chain, and Japan leadership to deliver consistent and effective service operations

Requirements:

• Bachelor's degree or above in Engineering, Technical Sciences or comparable; relevant technical background
• More than 8 years of experience running a technical service, field-service, repair or calibration operation
• More than 3 years of experience in a service-management or team-leadership role (geospatial measurement instruments, capital equipment, or another technology-driven industry is ideal)
• Hands-on operational service management: proven delivery of TAT, first-time-fix, capacity and quality targets
• Demonstrated people leadership of technical teams, with a track record of capability development and retention
• Ability and willingness to travel
• Business level Japanese; proficient in English

Preferred Requirements:

• Familiarity with service supply chain, spare parts and reverse logistics; warranty management; and relevant HSE, dangerous-goods and Japanese regulatory requirements (Measurement Act / JCSS, Radio Law)
• Continuous-improvement methods (Lean/Six Sigma or equivalent) and digital/connected-service and remote-diagnostics familiarity

About the Company:

An international organisation responsible for engineering and surveying systems and equipment, this company has a strong reputation for quality. A provider of imaging technology to clients across the world, this company employs thousands.

Keywords:

エンジニアリング, 技術サービス, 現場サービス, 外資系

Job Ref: J2ID8X