Lead Customer Service Engineer (Robotics)

TL;DR

Lead Customer Service Engineer (Robotics): Providing post-sales field service and technical support for collaborative robots with an accent on troubleshooting, case management, and distributor training. Focus on resolving complex technical issues onsite and coordinating local service teams to ensure high uptime performance.

Location: Onsite in Tokyo, Japan (requires up to 60% travel)

Company

hirify.global and MiR are global leaders in the collaborative robot (cobot) market, specializing in non-caged automation for manufacturing.

What you will do

• Provide high-level field support to distributors and end-users to resolve complex robotic system issues.
• Manage the full lifecycle of customer cases, including RMAs and technical support, to meet KPI targets.
• Deliver technical service training to distributors and end-users both in classrooms and onsite.
• Coordinate local CSEs, FSEs, and distributors to jointly resolve outstanding technical cases.
• Align local operations with the APAC and global service teams within a matrix organization.

Requirements

• Fluent in Japanese and English for technical support and communication.
• Bachelor's degree or higher in Engineering, Computer Science, or a related subject.
• Minimum 5 years of experience in robotics, automation, or a related industry.
• Minimum 5 years of experience in on-site customer service or after-service support.
• Must be based in Japan and available to travel up to 60% of the time.
• Strong problem-solving approach with a sense of urgency.

Nice to have

• Proficiency in high-level programming languages such as C++, Java, or Python.
• Experience working within a foreign company environment.

Culture & Benefits

• Comprehensive health and well-being programs, including medical insurance.
• Financial security through Defined Contribution plans, life, and disability insurance.
• Paid vacation, holidays, and tuition assistance programs.
• Informal and supportive work environment with opportunities for professional progression.