Assistant Manager / Manager, Technical Support
Minato-ku, Tokyo, JP, 106-0032
Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.
What you will do
Job Summary
Provide technical support & guidance in assigned markets to dealers, sub-dealers, customers to maximize machine uptime, improve product quality & improve customer satisfaction. Work closely with Dealer Aftermarket Head, Dealer Service Managers & Dealer Technical Support Specialists in assigned markets.
Main Responsibilities
• Schedule & lead monthly Technical Support meetings with dealers
• Support Dealer Technical support - trouble shooting, interim technical solution, roll-out Service campaigns
• Investigate/respond to sales & customer complaints on technical issues
• Visit customers regularly to resolve outstanding issues, gather feedback on market trends & customer satisfaction
• Support Technical Investigation initiated by Product Technical Specialists, Product Quality
• Assess and respond to dealers for TG/CG support - review NSWS reports, request approval from higher level per DAG
• Support Dealer Readiness - new Product Introduction & New Market Introduction
• Support Dealer Uptime & Service Support & Warranty to implement required processes/audits/reviews - co-ordinate & navigate within Dealer organization
• Provide inputs/regular updates on product quality issues/customer complaints/dealer service capability/competence/process/systems to Market Area, P&RD and U&P
• Provide Inputs on dealer service capability / requirement to Market Area, P&RD and U&P
• Ensure Dealers implement service campaigns and drive completion
• Follow-up with dealers on parts return for Technical Material Analysis and Scrap of Warranty parts
• Approve / Recommend Technical Goodwill and Commercial Goodwill as requested by dealers in accordance to DAG
Education/Professional Qualifications
• Preferred diploma/degree preferably in mechanical, electrical and/or automotive engineering
• Minimum of 3-5 years' experience related to technical support, technical training and/or aftersales processes
• Experience with Battery Electric and Hybrid equipment (automobile, trucks, bus, warehouse equipment) is preferred
Additional Requirements
• Proven technical knowledge of equipment operations and mechanical functions
• Working knowledge of workshop and field service operations
• Management ability to carry out training
• Communication skills required for dealer training, ability to utilize in-house organizations
• Strong management skills, be innovative, and understands what customer support means to a customer
• Excellent customer relations skill, strong in networking & customer focused approach
• Leadership, collaboration, influencing and change management skills
• Analytical, results driven and advocacy for continuous improvement
• Strong verbal and written communications skills. Proficiency in both Japanese and English required
• Excellent computer skills using Word, Power Point, Outlook and Excel software
We value your data privacy and therefore do not accept applications via mail.
Who we are and what we believe in
Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.
Applying to this job offers you the opportunity to join Volvo Group. Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.
Part of Volvo Group, Volvo Construction Equipment is a global company driven by our purpose to build the world we want to live in. Together we develop and deliver solutions for a cleaner, smarter, and more connected world. By unleashing everyone’s full potential, we build a more sustainable future for all our stakeholders. Come join our team and help us build a better tomorrow.