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