Cainiao-Regional After-Sales Service Engineer-Japan

Key Responsibilities

1. 01

   On-site Customer Service: Conduct equipment inspections, fault diagnosis, and repairs for clients in the assigned region; independently manage the full lifecycle of on-site issue resolution.

2. 02

   Complaint & After-Sales Management: Serve as the primary point of contact for end-customers in Japan regarding after-sales needs. Manage issue intake, tracking, feedback, and post-incident review. Handle customer complaints, returns/exchanges, and warranty claims.

3. 03

   Localized Technical Support: Provide independent technical guidance (remote and on-site) and fluent technical communication in both Chinese and Japanese. Generate after-sales reports, maintenance records, and issue logs.

4. 04

   Spare Parts & Asset Management: Manage local spare parts requisition, inventory control, part replacements, and the return and repair process for defective units to ensure efficient regional after-sales fulfillment.

5. 05

   Implementation of Service Standards: Strictly adhere to the company’s global After-Sales SOPs, comply with local after-sales regulations and warranty laws, and deliver standardized services.

6. 06

   Regional Market Feedback: Collect data on on-site failures, product issues, and customer requirements from Japanese projects. Sync this information with R&D and After-Sales HQ in China to support product iteration and service optimization.

7. 07

   Local Relationship Management: Maintain relationships with regional clients and service providers to enhance customer satisfaction and reputation for repeat business. Collaborate to achieve regional after-sales KPIs.

1. 01

   Language Skills: Fluent in spoken and written Chinese and Japanese, capable of independent face-to-face communication with Japanese clients. English proficiency is a plus.

2. 02

   Technical Competence: Proven experience in equipment installation, commissioning, troubleshooting, and maintenance. Capable of independently handling various routine and emergency on-site issues.

3. 03

   Local Market Knowledge: Understanding of local Japanese work practices and basic after-sales compliance rules. Prior experience in overseas after-sales or technical support is preferred.

4. 04

   Work Ethic: Strong sense of responsibility, efficient communication, and high execution capability. Must be able to adapt to cross-timezone collaboration and work with China HQ to close the loop on issues.