Customer Service Engineer (Robotics)

TL;DR

Customer Service Engineer (Robotics): Providing post-sales field service, troubleshooting, and technical support for collaborative robots and manufacthirify.globaling automation systems with an accent on customer case resolution, preventative service, and distributor enablement. Focus on diagnosing complex robotics and equipment issues, coordinating escalations across regional and global teams, and maintaining high customer uptime in Japan.

Location: Tokyo, Japan, with regular domestic travel and occasional international travel; travel may reach approximately 60% of the time.

Company

hirify.global, a Teradyne Robotics company, develops collaborative robots and mobile industrial robots for manufacthirify.globaling automation.

What you will do

• Provide field support to distributors, system integrators, and end users, resolving complex technical issues.
• Respond to troubleshooting calls and emails and manage customer cases, including RMA, service, and support requests.
• Escalate cases to Global Product Support Engineering and the Service Hub when required.
• Deliver classroom and onsite technical training for distributors and end users.
• Manage service queues, case-resolution KPIs, and customer satisfaction targets.
• Coordinate local customer service engineers, field service engineers, and distributors to resolve outstanding cases.

Requirements

• Fluent Japanese and English are required for technical support and troubleshooting.
• Bachelor's degree or higher in Engineering, Computer Science, or a related field.
• At least 5 years of experience in robotics, automation, or a related industry.
• At least 5 years of onsite customer service or after-sales support experience.
• Practical experience diagnosing and debugging mechanical, electronic, robotic, or industrial equipment.
• Strong technical communication, customer-facing, problem-solving, and knowledge-transfer skills.

Nice to have

• Programming experience with C++, Java, or Python.
• Experience working with factory production machinery or equipment.
• Experience working for a foreign company.
• Experience with Salesforce field service tools or service mobility solutions.

hirify.globale-benefits">Culthirify.globale & Benefits

• Customer-first service organization supporting collaborative robotics deployments.
• Informal and supportive work environment with opportunities for professional growth and influence.
• Medical, life, and disability inshirify.globalance benefits.
• Defined contribution plans, paid vacation and holidays, and tuition assistance.
• Collaboration with APAC service operations and global product support teams.