Manager for Customer Service Technician

Job Description / Qualifications

Japanese manufacturing company is seeking a Managher-Customer Service Technician.

Leading supplier of industrial robots and robotic automation systems with a broad product portfolio.

Company Overview

The hiring Company is a global supplier of industrial robots and robotic automation systems, with a strong presence in the semiconductor industry. We design and manufacture wafer handling robots used by leading tool makers and deployed in almost every FABs worldwide.

The Manager, Customer Service has two primary focus:

• Supporting the day-to-day operations of the semiconductor robotics service and repair center, partnering closely with the Senior Manager to ensure smooth execution, technician development, delivery performance, and financial discipline.
• Growing the service business through direct customer engagement, relationship management, and new business development.

This role is designed for a leader who can support and strengthen an existing service operation while also spending meaningful time externally with customers to drive growth.

• Partner with the Senior Manager of Customer Service to support daily service and repair center operations (shop and on-site).
• Help ensure repairs and refurbishments move efficiently through diagnosis, repair, testing, and shipment.
• Support on-time delivery, service quality, and compliance with customer and internal requirements.
• Assist in leading, coaching, and developing service engineers and technicians, including training coordination and skill development.
• Support monitoring of operational KPIs such as turnaround time, backlog, quality, utilization, and cost.
• Contribute to budget awareness, cost control, and operational efficiency with a strong business mindset.
• Help identify bottlenecks and support continuous improvement initiatives in workflows, tools, and procedures.
• Act as a secondary escalation point for complex customer or FAB-critical issues, as needed.
• Support 24/7 hotline and escalation coverage in coordination with the broader service leadership team.
• Highly flexible and comfortable managing changing priorities, cultural expectations, and cross-regional dynamics.

• Actively support and grow the semiconductor service business through customer engagement.
• Conduct sales calls, customer visits, and on-site meetings with FABs and OEM tool makers.
• Present and promote Kawasaki Robotics service offerings, including repair, refurbishment, and support programs.
• Leverage industry relationships and personal networks to identify new business opportunities.
• Support development of expanded service contracts and long-term customer programs.
• Build trusted relationships with customers and provide market and customer feedback to leadership.
• Demonstrates strong adaptability and flexibility when working across diverse cultural, organizational, and regional contexts.

• Associate Degree required;
  Bachelor's preferred (Electrical or Mechanical Engineering).
• 5–10 years' experience supporting robotics or semiconductor manufacturing equipment.
• Strong mechanical and electrical troubleshooting knowledge.
• Experience working with or supporting technical service teams.
• Customer-facing experience and commercial awareness.
• Ability to travel up to 25% and support extended hours as needed.