Leading SW Customer Service team to provide world-class customer service for all our hardware and software products. Responsible for the formulation, establishment & delivery of full spectrum of Customer services to ensure customer satisfaction levels are met in line with market requirements & corporate & regional objectives. Expect to change team from customer support to ensuring customer experience. Expect proactively visit and communicate with customers for good relationships.

Main responsibilities (key activities):

Manage SW deployment, trainings, subscription and licensing issues to ensure these are handled in a professional and timely mannerFollow up on open issues which arise during installations or trainings, with an eye to cost-effectivenessEnsure all service calls are logged, updated and followed up and closed in a timely mannerMonitor the billings and collections for non MC customersManage engineers’ schedules & ensure optimum & efficient deployment of engineering resources. Manage idle time of SW CS teamImprove year-on-year service revenue through coordinated maintenance programmes with the objective of increasing the number of SW Support contracts. Effectively promote the concept of Support Contracts to existing customersEnsure upgrades, renewals, etc. are effectively managed and new software releases/upgrades are rolled out to customers in accordance with signed support programmesBe the bridge between the Japan and Corporate global support teams in resolving technical & other support issuesEnsure service data, such as entering intervention reports and problem log entries into in-house automated systems are updated in a timely and accurate manner so that meaningful management reports can be extracted & analysedTrack and monitor services rendered to ensure consistently high customer satisfaction levels are achieved and maintainedTake initiative to recommend solutions to existing problems or pre-empt issues that could possibly be avoidedBuild a cohesive SW CS team and ensure internal and external issues are expeditiously attended to. Manage conflict resolution issues between SW CS team and other departmentsSet teams' objectives and guide them in meeting personal performance objectives & other training and developmental issuesStimulates & motivates direct reports and employees to attain performance goals & job satisfactionAbility to create a culture of continuous learning, strong work ethics culture, with respect for healthy work life balanceLearn and apply the VES(Veralto Enterprise System) fundamentals including daily visual management, problem solving, standard work, value stream mapping, transactional process improvement and others.

Other tasks:

Must participate at office in planning meeting (GMT) weeklyLiaise with the Customer Operations to handle per call request, spare / consumable order requestCommunicate with customers for various service activitiesPrepare monthly reports - Intervention per employee and problem log overview for the region; write summary of activities for the month identifying extended interventions and investigate the reasons behind it; take necessary action for future prevention

Competencies (personal qualifications):

 All of the aboveExcellent strategic thinking, analytical & negotiation skills to resolve problems at strategic & operational levelsProven management, leadership & change management skillsGood communication and presentation capabilities, with ability to diplomatically manage various channels of communication across multiple hierarchies internally and externallyExperience with reporting into matrix structures within MNC(multinational companies) environmentGood EQ & people management skillsPrepared for frequent travel within Japan to meet customers

Competencies (personal qualifications):

 All of the aboveExcellent strategic thinking, analytical & negotiation skills to resolve problems at strategic & operational levelsProven management, leadership & change management skillsGood communication and presentation capabilities, with ability to diplomatically manage various channels of communication across multiple hierarchies internally and externallyExperience with reporting into matrix structures within MNC(multinational companies) environmentGood EQ & people management skillsPrepared for frequent travel within Japan to meet customers

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.