Manager - Client Services & Installation

Job Description

Job Title:                     Manager - Client Services & Installation

Industry:                      Industrial Automation

Location:                     Japan

Salary:                         Competitive Salary Package + Benefits

Job Description:

As a member of a Projects team, you will be spearheading the Installation & Client Services of Company's products - Butlers and sorters. You will be responsible to:

  • Manage key service parameters across multiple sites such as uptime, spare parts management, resource planning, preventive maintenance schedule
  • Plan and execute site installations effectively in terms of cost, time and resources.
  • You should be able to take decisions quickly and have inclination towards problem solving.


Customer Relationship Management:

  • Primary owner of the client relationship and responsible to deliver client delight across multiple customer sites for the region
  • Regular cadence with Customer in order to identify and address any pain points proactively
  • Ensure adherence to customer SLAs with regards to responsiveness, issue resolution and site uptime
  • Prepare and publish detailed RCA for incidents raised by Customers during Installation and Services by co-ordinating with internal stakeholders
  • Lead and perform defined UAT along with Customers and ensure smooth handover of Projects to customers
  • Serve as the single point of contact for customer escalations across global sites; ensure proper and timely updates are provided to customers for escalations

Service & KPI Site Management

  • Ensure Preventive Maintenance SOP compliance, hardware uptime is maintained as per the contract and support in capturing all relevant details of reported issues in the ticketing system
  • Managing site spares & tools kit by systematically capturing parts consumption & conducting timely Inventory audits
  • Prepare and regularly update Resource plan for sites with adequate coverage of resources
  • Develop and maintain strong working relationships with all internal stakeholders across Product, R&D, Delivery & Client Service team
  • Support management in developing, benchmarking and deploying client service strategies focused towards client retention and delight
  • Co-ordinate with the Installation & Service Partner, track and manage their performance through periodic review and audits of site health and maintenance tasks
  • Proactively monitor and strive to maintain high levels of quality, accuracy, and process

Team & Stakeholder Management

  • Ensure the relevant cost involved in Installation & services supporting the customers are monitored and tracked with in the budget allocated and utilised in optimal way
  • Identify skill gaps and coordinate for trainings with NPI team to fulfil the training requirements of Installation & Services Engineers and partners
  • Define clear roles and responsibilities for Installation & Service Engineers and provide required coaching and mentorship
  • Support Sales/Account Team to ensure renewal/extension of Warranty / CMC’s for the respective region’s customers


Education and technical expertise

  • Engineering degree with at least 10+ years of experience in Installation/Client operations/ Client Service/Maintenance and at least 3+ years in managerial capacity
  • Knowledge of Linux, Scripting (Shell / Python) will be a plus

Work Experience

  • Experience in leading teams as an Installation or Service Manager at equivalent position
  • Experience in Warehouse operations and automation significantly preferred.
  • Experience in working on field & handling technical hardware troubleshooting of a Product line
  • Must know Customer Service Processes, deliverables, customer management.

Additional requirements

  • Comfortable to work in ambiguity & Entrepreneurial mindset
  • Inclination towards defining and implementing processes
  • Ability to work with cross-functional and multi-cultured teams.
  • Language Proficiency – Business Japanese. Worked with Clients directly/ dynamic, self-driven one can work under minimum supervision.
  • Extensive traveling & spent significant time in auditing customer sites for hardware working, site health uptime.
  • Engineering and analytical mindset towards problem solving is a must


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Imo Etuk
+44 7960 88 41 75