Position: Technical Support Engineer
Reporting To: Senior Technical Service Manager
Role Overview
This role provides centralized, office-based technical support to field service teams across Japan. The position focuses on improving service operations, strengthening technical capabilities, and supporting consistent, high-quality customer service. Close collaboration with internal departments and international teams is required to drive operational excellence and continuous improvement.
Key Responsibilities
Provide centralized support to nationwide Field Service Engineers, primarily from an office-based environment
Coordinate and support service activities to ensure smooth daily operations
Deliver technical assistance, including troubleshooting, responding to technical inquiries, and creating SOPs and manuals
Manage spare parts operations, including inventory control, procurement support, and supply coordination
Lead and support process, system, and operational improvement initiatives to enhance efficiency, standardization, and service quality
Collect, analyze, and interpret operational data to support KPI tracking, trend analysis, and strategic improvement planning
Coordinate domestic operations and reporting in collaboration with regional offices
Communicate and collaborate with global teams through meetings, reports, and email correspondence in English
Required Qualifications, Skills & Competencies
Technical knowledge and/or certification in electrical and mechanical systems
Business-level English proficiency, capable of participating in meetings and handling professional email communication
Strong teamwork and collaboration skills, with the ability to work across multiple departments
Excellent communication and coordination skills with customers, internal teams, and global stakeholders
Strong analytical and problem-solving abilities, including data analysis, issue identification, and implementation of improvement actions
Preferred Qualifications
Lean Six Sigma Green Belt certification
Experience in system or process improvement initiatives (e.g., ERP, CRM, inventory management systems)
Project management experience related to operational improvement or standardization
Knowledge of spare parts management and logistics
Experience working with international or global teams
Background in a regulated or technology-driven industry such as medical devices
Ideal Candidate Profile
Customer-focused, with the ability to understand on-site challenges and proactively drive improvements
Data-driven thinker with strong logical reasoning and analytical skills
Able to collaborate effectively with diverse stakeholders while maintaining clear and professional communication
Location & Work Style
Work Location: Major metropolitan area in Japan
Work Style: Hybrid work arrangement available
Travel: Occasional domestic travel (limited frequency)