Technical Support Specialist - Japanese Speaking Melbourne
The Technical Support Specialist is responsible for after-sales service coordination. This includes preventive maintenance programs, scheduling of service technicians, review and analyzing data and maintaining service records. Occasional troubleshooting and resolving technical issues, providing customer training, managing service records, coordinating service requests, and analyzing and reporting trends.
The ideal candidate is a customer experience oriented individual who is self-managed with a commitment to delivering a high-quality customer experience. Ability to understand and manage customer expectations while maintaining a service-oriented mindset.
This role requires extensive customer interaction along with collaboration with internal resources to ensure efficient and professional customer support.
Key Responsibilities:
Service coordination
- Assess and coordinate response on service requests
- Proactive support of key customers to develop and operate a preventive maintenance plan for Intralox equipment
- Schedule services and arrange field resources
- Make necessary preparations for both field resources and customers to ensure efficient service delivery.
- Communication with internal stakeholders\
- Collaborate with internal resources to effectively diagnose and resolve technical issues reported by customers.
- Provide clear and helpful guidance on product usage, setup, and maintenance.
- Ensure customer queries are addressed promptly and professionally.
Customer Training:
- Provide remote training to customers on proper operation and necessary preventive maintenance.
- Ensure customers are well-informed about product usage and maintenance procedures.
- Maintain detailed records of all technical services provided to customer installations.
- Track service interactions related to each work order
- Ensure service logs are accurate and up to date.
- Monitor and track the lifecycle of installations to ensure all planned services and service level agreements are executed on time.
- Analyze and report insights into trends, class issues, or potential improvements to internal and external stakeholders.
Qualifications:
- Native Japanese speaker with fluent English-speaking skills.
- Excellent communications skills (written and verbal).
- Good understanding of Japanese business culture, working experience in Japanese company is a plus.
- Bachelor’s degree in science/engineering or equivalent technical qualification.
- Experience in reading and understanding mechanical and electrical schematics
- Demonstrated ability to ability to analyze information and solve technical problems remotely
- Minimum 5 years’ experience in a customer facing complaint or problem resolution role.
- Experience in scheduling / allocation of resources is desirable.
EOE/M/F/Vet/Disabled
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