About the Role
The engineer will deliver remote technical support to customers using industrial automation products, diagnose system issues, and guide users through solutions in Japanese-speaking regions.
Responsibilities
- Provide remote technical support to customers in Japanese-speaking markets
- Diagnose and resolve technical issues with industrial automation systems
- Communicate clearly with customers to understand reported problems
- Document support cases and track resolution progress
- Collaborate with engineering teams to escalate complex issues
- Follow established troubleshooting procedures for consistent service
- Assist customers during product installation and configuration
- Respond to support requests within defined service level agreements
- Maintain up-to-date knowledge of product features and updates
- Translate technical documentation when necessary
- Support customers across different time zones as needed
- Participate in on-call rotations for critical issues
- Contribute to knowledge base articles for recurring problems
- Ensure customer satisfaction through timely and accurate support
- Work with internal teams to improve product reliability
- Report product defects and suggest enhancements
- Conduct remote system diagnostics using secure access tools
- Guide customers through firmware and software updates
- Support integration of automation components in industrial environments
- Maintain confidentiality of customer data and systems
Nice to Have
- Experience with Rockwell Automation products
- Certifications in industrial automation or networking
- Prior role in a global technical support team
- Knowledge of manufacturing or industrial processes
- Experience supporting Japanese-speaking clients
Compensation
Competitive salary with benefits
Work Arrangement
Remote position
Team
Global technical support team
Languages
Japanese (fluent), English (professional proficiency)
Technology Exposure
- PLC programming software
- Industrial network protocols
- Remote access and diagnostic tools
- Customer support platforms
Not specified
