カスタマーサービスリードエンジニア/ Lead Customer Service Engineer

A global industrial automation company is looking for a Lead Customer Service Engineer. The selected candidate will lead technical support, case resolution, distributor coordination, and service training for customers and partners.

Responsibilities:

• Resolve complex customer issues through field support, troubleshooting, and technical guidance
• Respond to service inquiries through calls and emails with timely and responsible follow-up
• Escalate critical cases to global product support teams and service hubs when needed
• Deliver classroom and onsite service training for distributors and end users
• Manage RMA, service, and support cases while improving queue performance and KPIs
• Coordinate local engineers, field teams, and distributors to close outstanding issues

Requirements:

• Bachelor’s degree or above in engineering or computer science related subject
• More than 5 years of experience in robotics, automation or related industry
• More than 5 years of experience in customer service or after service support on-site
• Experience in robotics, machinery or equipment in production of factories
• Knowledge of cross-cultural differences
• Fluent level Japanese

Preferred requirements:

• Experienced in working for a foreign company
• Proficient in programming language (C++/Java/Python)

About the Company:

An industrial automation company, this global enterprise is known for its innovative, technologically advanced products. Headquartered in Europe, the company strives to share its innovation and customise products to meet the diverse needs of its clients.

Keywords:

産業オートメーション, カスタマーサービスエンジニア, フィールドサポート, 技術サポート, トラブルシューティング, ケース管理, 求人, 外資系

Job Ref: PTIHEU