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- Audio Product Service & Quality Supervisor
JOB ID 25958
Audio Product Service & Quality Supervisor
- Manufacturer, Automotive Parts
- Sales, Call Center Operations
- Tokyo
- ¥8,000,000～¥10,000,000
This global leader in connected technologies specializes in providing premium audio, visual, and telematics solutions, particularly for automotive, consumer, and enterprise markets. With a strong presence in Japan, the company develops advanced in-car audio systems, connected services, and infotainment solutions, often integrating AI and cloud-based technologies. Their focus includes enhancing in-vehicle experiences through high-quality sound, smart connectivity, and software-driven solutions, making them a key player in the automotive and consumer electronics industries.
This role offers the chance to combine a passion for audio innovation with high-tech product development, contributing to premium sound experiences through globally recognized brands. The position is responsible for supervising and coaching both the customer service and quality teams to ensure excellent service and continuous improvement of product quality. It involves managing external partners such as call centers, service centers, and inspection partners, while collaborating closely with regional and global teams in Japan, the US, and China to maintain customer focus and uphold high standards in both service and product quality.
Job Description
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- Responsibilities
- As a lead of Service team:
- Communicate and supervise Call center to ensure safe and efficient operation.
- Provide a call center operation system (we use Salesforce), product information, and products and equipment for product training of call center operators.
- Provide support in responding to escalated important matters and irregular matters (instructions on how to respond, allocation to the appropriate department).
- Communicate and supervise Service Center to ensure safe and efficient operation.
- Provide a repair management system, product information, repair technology information, repair price information, and repair parts.
- Provide judgement and advice when important matters or irregularities occur.
- Communicate with Call Center/Service Center to budget operating costs (personnel, rented space, material, transportation, etc.).
- Secure efficient & productive customer service process for high customer satisfaction rate.
As a lead of Quality team:
- Collaborate with Quality partner to perform quality check and evaluation on ODM’s prototypes and report feedback to quality evaluation team at Head office. The purpose of this task is to eliminate as many quality issues as possible before mass production as well as improve the quality of mass-produced products.
- Collaborate with Quality partner to execute inspection of Mass-produced products / Luxury Audio Products to evaluate and ensure that products meet Japanese quality standards before entering the Japanese market.
- Work with Global (overseas headquarters) and related teams to improve product quality when a quality problem occurs in the Japanese market.
- Deal with reporting to the relevant government agency for major quality problem in the Japanese market.
- Attend the 1st investigation with your technical knowledge.
- Share and report the status of the 1st investigation with the global (overseas headquarters) for investigation the root cause and implementation of countermeasures.
- Respond courteously and sincerely to customers who experienced or pointed out important quality issues.
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- Requirements
- - Minimum of 5 years' work experience in Customer Service or/and Quality department as a manager or supervisor or lead.
- Electrical knowledge in case of Quality lead is welcomed
- Self-starter, highly motivated and result-driven.
- Ability to persevere and try to solve problems even if things don't go as planned.
- Ability to see things from the customer's perspective.
- Collaboration and communication skills with others.
- Logical thinking and problem-solving skills.
- Organize and perform tasks based on priorities.
- Advanced English skills.
- Advanced Microsoft Excel/PowerPoint skills.
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- Location
- Tokyo
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- Work Style
- Remote working possible, Flex working possible
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- Salary
- ¥8,000,000～¥10,000,000
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- Attractive
Points - Over 50% Mid-Career Hires, Overseas communication, Foreign capital company, Make use of languages, Weekends and holidays off
- Attractive
Consultation
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