Client Services Engineer (2 headcount)

Job Type
450,000 JPY - 630,000 JPY per month
Japanese Level
English Level
High Intermediate (TOEIC 730)
Start Date


A global leader in AI driven distribution & warehouse automation software & robotics is seeking a bilingual Client Services Engineer responsible for maintaining, handling, prioritizing, resolving technical issues involving hardware, software, electronics, mechanics, networks



- Responsible for efficiently handling & resolving technical issues which have been passed on by L0 support team

- Ensure timely & effective action as per decided work flow basis priority and severity for each ticket

- Ensure maximum issues are resolved without L3/R&D involvement 

- Ensure adherence to committed SLA's for each reported issue.

- Follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue

- Follow internal escalation matrix basis severity and resolution time

- Ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured shared with Client Service team

- Support Client Service Manager (CSM) in developing eminently capable and technically competent team of service engineers and technicians

- Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation 

- Develop framework to predict potential/future failures and ensure requisite preventive measures are taken 




- L0サポートチームに引き継がれた技術的な問題の処理、解決
- 各チケットの優先度と重要度を決められたワークフローに基づいて、タイムリーで効果的な対応
- L3/R&Dの関与なしに最大の問題の解決
- 報告された各問題について、SLAの遵守
- 発券 SOP に従い、R&D 用にチケットが生成され、すべての関連する技術的な詳細の把握
- 課題の重要度や解決時間を元に社内エスカレーションマトリックスに従う
- すべての関連するサイト固有の技術文書および新製品ライン/機能に関する文書を正確に取得し、クライアントサービスチームと共有する
- サービスエンジニアと技術者と共に技術的に有能なチームとしてクライアントサービスマネージャー(CSM)をサポート
- 各インストールのソフトウェアおよびハードウェアのコンポーネントごとの信頼性メトリクスの作成と監視
- 潜在的/将来の障害の予測、必要な予防措置を確実に取るためのフレームワークの開発


【会社概要 | Company Details】


Our client is a global company that modernizes order fulfillment through Artificial Intelligence-driven software and AI-driven mobile robots built together so they cooperate in deciding on and executing warehouse activities that maximize payoffs and minimize tradeoffs to create the highest yield.

【就業時間 | Working Hours】
9:00 - 18:00(Mon - Fri)

【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生 | Services / Benefits】

各種社会保険完備(厚生年金保険、健康保険、労災保険、雇用保険)、 屋内原則禁煙(屋外に喫煙所あり)、 通勤交通費支給等

Social insurance, Transportation Fee, No smoking indoors allowed (Designated smoking area), etc.

Required Skills

- Strong Hardware (HW) electro-mechanical troubleshooting skills with relevant experience.

- Basic working understanding of Linux

- Ability to review system logs for troubleshooting

- Ability to manage multiple priorities with a sense of urgency

- Ability to view challenges objectively and take a rational approach toward solving them with an analytic mindset

- Ability to work collaboratively across organizational boundaries


- 関連する経験、ハードウェア(HW)電気機械トラブルシューティングスキル
- Linuxの基本的な理解
- トラブルシューティングのためのシステムログのレビュー能力
- 危機感を持って複数の優先順位を管理する能力
- 課題を客観的に捉え、分析的思考で解決に向けて合理的にアプローチする力
- 組織の垣根を越えて協力して仕事をする能力

Preferred Skills

- Exposure into Scripting (Python / Shell) will be an advantage.


- スクリプト(Python / Shell)のスキルが望ましい