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Updated 2025-03-06
Activated 2025-03-06
Activated 2025-03-06
Assistant Manager / Manager, Technical Support
NEW
| Company Name |
Volvo Group Japan |
|---|---|
| Job Type |
 Customer Service - Customer Support |
| Industry | Automotive and Parts Manufacturing |
| Location |
Asia
Japan
Tokyo
|
| Job Description |
Function / Department: Product Support Reports To: • First line manager: Head of Product Support, Region Asia • Functional manager (indirect reporting): Head of Uptime & Parts, Region Asia Job Summary: Provide the necessary technical support and guidance in assigned markets to dealers, sub-dealers, and customers to maximise machine uptime, improve product quality and improve customer satisfaction. This position will work closely with Dealer Aftermarket Head, Dealer Service Managers and Dealer Technical Support Specialists in assigned markets. Main responsibilities : ◇Schedule and lead monthly Technical Support meetings with dealers ◇Support Dealer Technical support team • Trouble shooting • Interim technical solution • Roll-out Service campaigns ◇Investigate/respond to sales and customer complaints on technical issues ◇Visit customers on a regular basis in order to resolve any outstanding issues & gather feedback on market trends and 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 and New Market Introduction ◇Support Dealer Uptime & Service Support Managers and Warranty Manager to implement required processes / audits / reviews • Help to co-ordinate and navigate within Dealer organisation ◇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 Authorities: • Approve / Recommend Technical Goodwill and Commercial Goodwill as requested by dealers in accordance to DAG Key Skills: • Strong in networking and customer focused approach • Analytical, results driven and advocacy for continuous improvement • Strong verbal and written communications skills • Leadership, collaboration, influencing and change management skills Location: To be based at Volvo office in Tokyo 30-50% travelling expected (mainly domestic) |
| Company Info |
Volvo Group Japan Co., Ltd. is the Japanese subsidiary of Volvo Construction Equipment. ■About Volvo Construction Equipment: Volvo Construction Equipment, a part of the Volvo Group, is a world-leading construction machinery manufacturer and total solutions provider. With over 14,000 employees, it is one of the largest companies in the industry, boasting a history of more than 190 years and operating in more than 180 markets. |
| Working Hours |
<Standard working hours> 9:00-18:00 <Other working hours> *Overtime work not applicable due to hiring of manager |
| Job Requirements |
Required knowledge & experience: 1. Education/Professional Qualifications required for the position: • Preferred diploma or degree, preferably in mechanical engineering, electrical engineering 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 (automoble, trucks, bus, warehouse equipment) is preferred 2. Additional Important Requirements: • Proven technical knowledge of equipment operations and mechanical functions • Working knowledge of workshop and field service operations • Management ability to carry out training in a planned manner • Communication skills required for dealer training, ability to utilize in-house organizations • Strong management skills, be innovative, and have an understanding of what customer support means to a customer • Excellent customer relations skill • Proficiency in both Japanese and English language is required, both written and spoken. • Excellent computer skills using Word, Power Point, Outlook and Excel software |
| English Level | Business Conversation Level (TOEIC 735-860) |
| Japanese Level | Fluent(JLPT Level 1 or N1) |
| Salary | Depends on experience |
| Other Salary Description |
Commuting allowance, Health insurance, Welfare pension insurance, Employment insurance, Workers' compensation insurance |
| Holidays |
・2 days off per week (Saturdays, Sundays, and public holidays) ・10 days or more of paid vacation per year (minimum number of days granted after 6 months of employment) ・120 days of vacation per year |
| Job Contract Period |
Full-time employee |
| Nearest Station | 1 minute walk from Shinagawa Station Konan Exit |
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