Technical Support Specialist - Japanese Speaking Melbourne
The Technical Support Specialist is responsible for after-sales service coordination, including preventive maintenance programs, scheduling of service technicians, reviewing and analyzing data, and maintaining service records. The role involves occasional troubleshooting, resolving technical issues, providing customer training, managing service records, coordinating service requests, and analyzing and reporting trends.
The ideal candidate is customer experience oriented, self-managed, and committed to delivering high-quality customer service. They should be able to understand and manage customer expectations while maintaining a service-oriented mindset.
This role requires extensive customer interaction and collaboration with internal resources to ensure efficient and professional support.
Key Responsibilities:
1. Service coordination
- Assess and coordinate responses to service requests.
- Proactively support key customers by developing and operating preventive maintenance plans for Intralox equipment.
- Schedule services and arrange field resources.
- Make necessary preparations for both field resources and customers to ensure efficient service delivery.
- Communicate effectively with internal stakeholders.
- Troubleshooting and Issue Resolution:
- Collaborate with internal resources to diagnose and resolve technical issues reported by customers.
- Provide clear guidance on product usage, setup, and maintenance.
- Address customer queries promptly and professionally.
- Customer Training:
- Provide remote training on proper operation and preventive maintenance.
- Ensure customers are well-informed about product usage and maintenance procedures.
- Service Records Management:
- Maintain detailed records of all technical services provided.
- 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 timely execution of services and adherence to service level agreements.
- Analyze and report trends, issues, or potential improvements to stakeholders.
Qualifications:
- Native Japanese speaker with fluent English skills.
- Excellent written and verbal communication skills.
- Good understanding of Japanese business culture; experience in Japanese companies is a plus.
- Bachelor's degree in science, engineering, or equivalent technical qualification.
- Experience reading and understanding mechanical and electrical schematics.
- 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 and resource allocation is desirable.
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