Client Service Manager - Industrial Product

City : Tokyo - Japan

Experience : 12-15 Years

Annual Salary : 10 Million Yen-12 Million Yen YEN

Requirements :

1. Engineering degree with at least 15+ years of experience in Client operations/ Client Service/Maintenance.

2. Language Proficiency in Japanese a MUST (Both Written and Spoken). Business English Proficiency is also a Must.

3. Basic knowledge on OS (Linux), Scripting (Shell / Python),HW troubleshooting (Electrical/Electronic/Mechanical).

4. Worked with Clients directly/ dynamic, self-driven one can work under minimum supervision.

5. Must know Customer Service Processes, deliverables, customer management.

6. Proficient in Relationship Management both with clients, Service Engineers, Internal Team.

7. Knowledge in Budget monitoring & Service business management will be an advantage

8. Availability to travel and be based abroad for extended periods will be a plus

9. Open to work during weekends and beyond regular working hours

Responsibilities :

1. To act as an Account Manager and Subject Matter Expert for our clients and understand their requirements, installations, and AMCs in detail.

2. To monitor and ensure team performance by developing and propagating client service focused KPIs / Success Metrics across the team and ensure that it is consistently achieved

3. To be responsible for client retention and growth by adhering to the quality and timelines of annual maintenance contracts

4. To support management in developing, benchmarking and deploying client service strategies focused towards client retention and delight

5. To support in capturing all relevant details of reported issues in the ticketing system and ensure internal escalation matrix is followed basis severity and expected/elapsed resolution time

6. To ensure relevant ticketing process is followed for all spare part consumption and ensure timely replenishment of spare part stock on allocated site is done along with spare audits at stipulated intervals

7. To Handle everyday coordination with clients, and service them timely with the help of Service Engineers

8. To ensure the relevant cost involved in supporting the customers is monitored and tracked with in the budget allocated and also utilized in optimal way.

9. To ensure immediate response to the issue as per severity and priority and also ensure quickest possible resolution is given and internal escalation is being followed.