Head of Customer Service

An international industrial services organisation is seeking a Head of Customer Service. The selected candidate will oversee operational performance, customer satisfaction, and strategic service development while managing teams, budgets, and continuous improvement initiatives.

Responsibilities:

• Act as the Voice of the Customer across the organisation and ensure effective coordination between customer service and internal departments
• Lead overall performance, quality, and consistency of customer service activities through defined KPIs and performance measures
• Oversee customer satisfaction management and ensure structured feedback is shared with relevant internal teams
• Manage Services Profit and Loss and oversee budget planning, cost control, and risk management
• Ensure timely and accurate reporting including operational, financial, and customer satisfaction reports
• Lead capacity planning and resource allocation for customer service operations
• Recruit, train, coach, and develop team members while managing performance and target achievement
• Delegate responsibilities within the team while maintaining accountability, compliance, and service standards

Requirements:

• Bachelor’s degree or above in mechanical or electrical engineering
• More than 5 years of experience in managing operational customer service teams
• Proven senior-level relationship management experience
• Strong understanding of machine tools, gear manufacturing processes, and industrial measurement systems
• Track record of exceeding KPIs and SLA targets
• SAP Business One or SAP experience
• Possess a valid training as a technician/master craftsman in machine tool, mechanical or electrical engineering

• Proficient in English and Japanese

About the Company:

A globally established engineering organisation specialising in high-precision gear technology, metrology systems, and advanced industrial machinery that supports automotive, aerospace, and general manufacturing industries. It is recognised for delivering cutting-edge measurement and production solutions, backed by strong technical expertise and customer support across the Japanese market.

Keywords:

カスタマーサービス, サービスマネジメント, P&L管理, KPI管理, チームマネジメント, 顧客満足, 業務改善, 産業機械, SLA管理, リーダーシップ, 求人, 外資系

Job Ref: DHVI2K