Job Description

We are looking for a Service Center Manager for a Global Digital Reality Solutions company based in Japan.

Location – Tokyo, Japan

Salary – Depending on Experience

Candidate Experience:

• Bachelor's degree in Engineering, Technical Sciences, Electronics, Mechanical Engineering, or a related technical discipline.
• 8+ years of experience managing technical service, repair, calibration, or field service operations, with at least 3 years in a leadership role.
• Experience within geospatial technology, precision measurement instruments, capital equipment, industrial equipment, or another technology-driven industry is highly desirable.
• Proven track record of managing service centre operations and delivering improvements in turnaround time, service quality, first-time-fix rates, and operational efficiency.
• Strong commercial understanding with experience growing service revenue, managing service contracts, renewals, and profitability.
• Demonstrated experience leading, developing, and retaining high-performing technical teams.
• Strong knowledge of service operations, spare parts management, warranty administration, and reverse logistics.
• Experience implementing continuous improvement methodologies such as Lean, Six Sigma, or equivalent.
• Familiarity with digital service technologies, remote diagnostics, and connected service platforms is advantageous.
• Strong analytical, organisational, and problem-solving skills with the ability to make data-driven decisions.
• Excellent communication and stakeholder management skills, with the ability to collaborate across technical, commercial, and operational functions.
• Business-level Japanese is essential, with working proficiency in English for collaboration with global teams.
• Knowledge of Japanese regulatory requirements, including JCSS calibration standards, the Measurement Act, Radio Law, and relevant HSE regulations, is highly desirable.
• Willingness to travel domestically within Japan and occasionally within the region as required. 

Key Responsibilities:

Service Operations & Delivery

• Lead the day-to-day operations of the Japan Service Center, including repair, calibration, technical support, diagnostics, and equipment dispatch.
• Monitor and improve operational KPIs including repair turnaround time (TAT), first-time-fix rate, backlog management, throughput, capacity utilisation, and SLA performance.
• Manage service scheduling, workload planning, and resource allocation to maximise operational efficiency.
• Ensure workshop equipment, calibration tools, and service facilities are maintained to the highest quality standards.
• Implement global service standards, processes, and remote service capabilities to improve customer response times and operational performance.

Commercial & Business Growth

• Manage the Japan service P&L, driving revenue growth, profitability, and cost optimisation.
• Expand recurring service revenue through service contracts, calibration services, extended warranties, upgrades, and maintenance programmes.
• Work closely with Sales teams to identify customer expansion opportunities and convert service interactions into commercial opportunities.
• Manage quotations and pricing for repair and service activities in line with company commercial guidelines.

Team Leadership & Development

• Lead, mentor, and develop the Japan service team, fostering a culture of accountability, collaboration, and continuous improvement.
• Implement technical competency frameworks, certification programmes, and ongoing product training.
• Support employee engagement, performance management, succession planning, and capability development.

Customer Experience

• Act as the primary escalation point for complex technical service issues and key customer concerns.
• Drive exceptional customer satisfaction by monitoring NPS, CSAT, and customer feedback.
• Partner with Sales and Customer Success teams to strengthen relationships with strategic and key accounts.

Operational Excellence

• Drive continuous improvement initiatives focused on productivity, repair quality, first-time-fix performance, throughput, and cost-to-serve.
• Analyse repair trends, equipment failures, and service data to improve product quality and operational performance.
• Provide structured service feedback to global Product Management, Engineering, and Quality teams.

Supply Chain & Compliance

• Manage spare parts inventory, availability, warranty processes, and reverse logistics to support efficient service delivery.
• Oversee authorised service partners across Japan, ensuring compliance with quality, safety, and contractual standards.
• Ensure full compliance with Health, Safety & Environment (HSE), Japanese regulatory requirements, calibration standards (JCSS), and dangerous goods handling procedures.

Stakeholder Management

• Collaborate with Global Technical Service, Sales, Operations, Supply Chain, Quality, and Country Management teams to deliver aligned business objectives.
• Prepare regular operational, financial, and service performance reports for senior leadership.

About the Role:

We are seeking an experienced and operationally focused Service Center Manager to lead the day-to-day operations of the company’s Japan Technical Service Center. This role is responsible for delivering exceptional service performance across repair, calibration, technical support, and service operations while driving the continued growth of the Japan service business. Reporting to the Global Head of Technical Service, you will oversee a team of service engineers, calibration technicians, service coordinators, and planners, ensuring operational excellence, outstanding customer satisfaction, and strong commercial performance. You will play a key role in improving service efficiency, developing team capability, growing recurring service revenue, and maintaining the high-quality service standards expected by customers in the Japanese market.