Technical Support Supervisor

Overseeing installation, repair, and maintenance operations for machinery and equipment, you will manage a team of six maintenance staff, coordinate installation and repair schedules, monitor case progress, liaise with manufacturers and customers, oversee warehouse equipment, establish and improve SOPs, ensure service quality, and handle service contract renewals.



Job Responsibilities

1) Maintenance Team Management & Scheduling

Manage a team of 6 maintenance staff

Oversee installation and repair schedules based on machine and parts delivery timelines

Coordinate schedules with sales representatives, manufacturers, and customers

Update schedules in web-based management systems

Confirm job completion and monitor overall work progress

2) Repair Case Management & Customer Support

Oversee the entire repair process from breakdown notification to completion

Conduct basic cause analysis and determine action plans

Consult with manufacturers and arrange parts orders

Record and update case progress using CRM systems

Provide regular status updates to customers (with clear deadlines)

Review and manage daily service reports

3) Warehouse Equipment Management

Manage 10–30 machines stored in the warehouse

Update incoming and delivery schedules (Excel-based tracking)

Manage demo units and machines under repair

Oversee machine labeling and follow-ups

4) Service SOP Standardization & Quality Control

Develop and improve SOPs for periodic maintenance services

Monitor and review staff work quality

Provide guidance and revise SOPs when necessary

5) Service Contract Renewal & Client Negotiation

Handle renewals of Service Agreements

Visit clients for negotiations and relationship management

6) Internal Facility Management

Oversee repair and maintenance of warehouse facilities

Coordinate with external vendors and follow through until completion



Job Requirement:

Possess a valid driver’s license and own a car

Team management experience in a manufacturing company, trading company, or equipment-related business handling machinery and equipment (e.g., management of a sales team or maintenance team).

Experience in project and schedule management

Business-level Japanese proficiency

Experience in machinery maintenance, equipment maintenance, or technical service. (Added Advantage)

Experience in after-sales service and/or service contract renewal. (Added Advantage)

Experience working in a Japanese company. (Added Advantage)