Job Title:  Manager, Customer Support - Japan

1. Summary

The Service Manager is responsible for overseeing the quality and performance of customer-facing services. This role ensures service delivery excellence, drives continuous improvement, and enhances customer satisfaction. The Service Manager collaborates closely with application, operations, and commercial teams, for both local and global, to maximize business value.

2. Key Responsibilities
   1. Service Delivery Management

• Monitor KPI performance and lead improvement initiatives
• Manage incident, problem and change process based on BU HQ directions
• Conduct regular service reviews and present improvement proposals
• Coordinate with internal teams and suppliers to ensure stable service delivery (in case)

1. 2. Customer management and Escalations

• Act as the primary point of contact for customers
• Manage escalations related to major incidents
• Develop and execute actions to improve customer satisfaction
• Maintain strong customer relationships through proactive communication

1. 3. Service Improvement

• Develop and drive Service Improvement Plans
• Support new service launches through requirements definition and service design
• Manage service-related cost control and operational efficiency initiatives
• Contribute to service transition and change readiness activities

1. 4. Compliance and Governance

• Ensure adherence to contractual obligations
• Enforce security policies and compliance requirements
• Support internal and external audits

3. Required Qualifications

• 3+ years of management and engineer experience
• English communication
• Strong customer communication and stakeholder management skills
• Excellent analytical and problem‑solving abilities

4. Preferred Qualifications

• Technical background of Physics or Electrical engineering or Mechanical engineering
• Experience in Instrumentation industry
• Experience in using Sales Force as CRM

5. Ideal Candidate Profile

• Strong customer orientation with the ability to build trusted relationships
• Capable of driving initiatives involving multiple stakeholders
• Able to make data‑driven decisions and propose improvements
• Flexible, proactive, and able to lead change