Service Engineer – Japan
Department: Service Department
Reporting to: Service Department Manager
Work Location: Japan
Employment Type: Full-time
Role Objective
Ensure high levels of client satisfaction and maintain strong relationships with existing customers.
Respond promptly to technical issues related to ELV (Extra Low Voltage) systems, including security systems, devices, and cabling.
Provide technical support and regular maintenance services, including troubleshooting, upgrades, alterations, and user training.
Follow company service standards and policies to ensure timely and high-quality responses to all service requests.
Prepare and update system diagrams using AutoCAD.
Identify opportunities for additional services, contribute to revenue generation from current clients, and support cross-functional teams.
Continuously develop product and technical knowledge.
Key Responsibilities
Serve as the primary technical contact for clients in your assigned region.
Deliver scheduled preventative maintenance and respond to technical service requests.
Diagnose and resolve issues with ELV systems including hardware, software, and network connectivity.
Coordinate with customer service representatives to manage client relationships effectively.
Take over service responsibilities from project teams post-handover.
Conduct user training sessions and prepare necessary documentation.
Manage and monitor service sub-contractors to ensure compliance with internal quality standards.
Maintain and update customer log files and submit weekly service reports.
Support sales and customer service teams in identifying upselling or cross-selling opportunities.
Provide remote support and helpdesk services as needed.
Report customer service activity to supervisors and national managers.
Performance Indicators
Service revenue and gross profit within your assigned region
Completion ratio of routine preventative maintenance (RPM)
Average response time and resolution time per case
Number of service cases completed (tracked via internal system)
Control and efficiency of customer service costs (e.g., replacements, travel, transportation)
Number of training hours completed for skills development
Reporting Requirements
Submit weekly service report packages in accordance with internal reporting standards and policies