Job Description

Exotec is at the forefront of technological excellence, redefining the relationship between humans and robots.
Our solutions are
contributing to the success of some of the largest brands in retail and e-Commerce by revolutionizing the way they fulfill their orders to the end consumers, all while mitigating labor constraints and increasing workplace safety.

Through the unification of artificial intelligence and high-performance hardware, our robotic solutions are now deployed across the globe and our exponential growth has led us to become the first industrial unicorn in France.

Working at Exotec is an exciting opportunity to give purpose to your skills. Learn and grow with over 1000 ExoPeople around the world to help turn your ideas into a reality.

The robotics revolution is just the beginning at Exotec. Will you be part of it?

This opportunity has a start date set on May 2025

Responsibilities

• Supervise and monitor our robotic systems deployed around client sites in Asia from the Exotec Tokyo Control Center
• Answer any customer inquiries regarding their installed robotic systems and respond to any support requests
• Accompany clients from beginning to end and ensure all technical issues are resolved in a timely manner
• Collaborate with the other members of the Maintenance team (direct peers, Maintenance Engineers and Maintenance Technicians) as well as the head Control Center at Exotec's France headquarters to solve complex technical issues
• Report and escalate any issues
• Participate in improving system reliability and customer service
  
  

• Control Centerにてロボットの監視・制御オペレーション
• お客様窓口としての電話応対業務
• 障害対応（一次切り分け、及びエスカレーション）
• リモートでのお客様システム復旧作業のサポート
• ロボットシステムに関する顧客からの問い合わせ対応
• ロボットシステムに関するインシデント管理
• SLAに対するサービスレベル管理（KPIのモニタリング等)

Requirements

• 1-3 years of experience in a technical customer service or support role, inclusive of remote troubleshooting
• Basic and/or broad knowledge in hardware, mechanics, software, IT, etc.
• Any exposure to the materials handling or warehouse automation space would be a strong plus
• Knowledge of SQL or other programming languages would also be a strong plus
• Professionally fluent in Japanese (at least level N2) as well as conversational fluency in English with the ability to read technical data in English
• High level of problem management and resolution skills
• Strong communication and customer service skills
• Experience in any system operation support
• Flexibility with working a rotating shift schedule, including overnight and weekend work

• コミュニケーションスキル
• 情報収集による問題解決能力
• インシデント、チケット管理などの運用経験
• 英語で技術資料を読むスキル
• 英語力（電話・メール/チャット対応）
• IT スキル、もしくは機械工学の知識
• 日本語（会話レベル以上）
• IT、電気、機械工学に関する学位・資格
• オペレーション業務において英語での会話・会議等の経験がある方
• ロボット操作に興味のある方
• クライアントサポート、コールセンタ業務の経験がある方
• 就業時間：交代制シフト制（週末就勤および夜勤を含む）

Benefits

• Stock option plan and company performance based bonus
• 20 days of vacation
• Health insurance
• Company defined contribution pension plan
• Numerous training and development opportunities

If interested, please submit your CV in English for further review by our global Talent Acquisition team.

Exotec is an equal opportunity employer and all applicants will be considered without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical or mental disability, medical condition, military or veteran status, genetic information, marital status, ethnicity, or any other protected classification, in accordance with applicable federal, state, and local laws. We provide an inclusive work environment that respects all differences.

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