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JP

JOB ID 25498

Service Operations /Customer Support

  • IT, Operation＆maintenance,Technical support, Technical Help Desk, Call Center Operations
  • Tokyo
  • ¥7,500,000～¥14,000,000

We are a start-up company that provides new options for disasters and under-infrastructured areas with innovative technologies that enable the recycling and use of water resources. The company is evolving into a global organization that brings together engineers and researchers from around the world while taking on global issues such as climate change and water scarcity. Currently in the business growth phase, we are aiming for further expansion with an IPO in sight, based on a mission of high social significance. Our 100-person organization is rooted in a culture where each individual can take on challenges with discretion and responsibility.

This startup is pioneering innovative technologies that enable sustainable water circulation, offering vital solutions in times of disaster and in Tackling global issues such as climate change and water scarcity, the company is rapidly evolving into a global organization that attracts engineers and researchers from around the world. Now in a growth phase with an IPO on the horizon, it offers the opportunity to work on a mission with significant social impact. With a team of around 100 members, the company fosters a culture where each individual is empowered to take ownership and boldly pursue meaningful challenges. With a team of around 100 members, the company fosters a culture where each individual is empowered to take ownership and boldly pursue meaningful challenges.

You will be a core member responsible for business process optimization and quality improvement in the service operation of the product.

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Job Description

  • Responsibilities
    Technical Support: Provide prompt and accurate first-line response to remote monitoring and failure inquiries
    ・Customer Support: Enhance customer experience through call center operations and self-service channels
    ・Parts Center Operations: Optimize inventory and replenishment planning and logistics processes to minimize downtime
    ・Field Service: Build a system for regular maintenance and troubleshooting, and improve local operations

    (Assumed work examples)
    * Technical support system construction and operation
    ・Workflow design with remote monitoring platform (error/alert → primary isolation → field dispatch decision)
    ・Facilitate initial FAQ/troubleshooting procedures and knowledge base management
    ・KPI monitoring and improvement measure planning
    * Customer support (CS) system development and operation
    ・Introduction and setup of call center and self-service portal
    ・Design and documentation of initial operation flow and escalation rules
    * Parts center, inventory management and operation
    ・Warehouse management, warehouse receiving and shipping flow, and logistics partner coordination
    ・Building processes for both inventory cost optimization and delivery time reduction Process construction for both inventory cost optimization and delivery time reduction
    * Field Service Structure
    ・Design and standardization of maintenance workflow (in-house / external FE / local outsourcing)
    ・Design and shift management of regular maintenance and maintenance schedule
  • Requirements
    ■ Experience in service operation (5 years or more)
    ・Practical experience in technical support, customer support, inventory management, etc.
    ・Concrete results of process optimization and efficiency improvement
    ・Coordination with related departments and experience in collaboration in cross-functional projects
    ■ Problem solving and improvement promotion skills
    ・Ability to identify problems and analyze causes based on data
    ・Improvement Experience in planning and implementing measures, and improving operational quality through the PDCA cycle
    ■ Experience in customer support and data utilization
    ・Experience in generating results in customer support and technical support
    ・Experience in business analysis using Excel, BI tools, etc.
    ・Experience in monitoring KPIs and implementing improvement actions
  • Preferred
    -Experience launching services in a startup/fast-growing company
    -Experience implementing and operating cloud/SaaS customer support tools (e.g. Zendesk) and remote monitoring platforms
    -Knowledge and experience implementing workflow automation
    -CRM tools such as ServiceNow and Salesforce Knowledge of

    ■ Desired Characteristics
    We are looking for a hands-on professional with autonomy and adaptability who can continuously drive front-line problem-solving in the service sector of a manufacturing company.
  • Location
    Tokyo
  • Work Style
    Flex working possible
  • Salary
    ¥7,500,000～¥14,000,000
  • Attractive
    Points
    Japanese company with global opportunities, Weekends and holidays off, Venture Company, New businesses and services

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