Overview:
This position is primarily responsible for pre-sales and post-sales technical support for clients in the Japanese region. It requires in-depth collaboration with the sales team to deliver solution presentations, product demonstrations and technical Q&A.
Meanwhile, it oversees the full-cycle technical liaison with clients spanning pre-sales and post-sales phases, ensuring the accurate delivery of client requirements, enhancing customer satisfaction, and driving the sales conversion of products in the Japanese market.
Key Job Responsibilities:
Undertake technical liaison with clients in the Japanese region; address clients' inquiries and issues regarding product hardware and software via phone calls, remote collaboration tools, etc.; conduct on-site technical support and troubleshooting at clients' premises when necessary.
Establish an efficient communication mechanism with relevant departments at the headquarters, including procurement, product management, commercial operations, IT operations and maintenance, and customer service; coordinate the handling of various matters such as pre-sales solution communication, requirement confirmation, and post-sales technical handover.
Compile common technical issues of products and develop a Japanese-version FAQ manual; deliver product technical training sessions for Japanese clients and agents to improve their product operation skills and ability to resolve issues independently.
Collaborate with product managers to analyze prominent product issues and batch quality problems, identify root causes, and formulate reasonable and effective technical solutions that meet the needs of the Japanese market.
Work closely with the sales team to participate in pre-sales activities such as client negotiations, product solution presentations and technical demonstrations; provide professional technical support tailored to client needs to facilitate sales contract signing.
Be responsible for the tracking and management of customer satisfaction in the Japanese region; proactively collect client feedback, optimize the technical support service process in a targeted manner, and continuously improve customer satisfaction.
Ensure that product-related technical solutions and service processes comply with local industry regulations and clients' compliance requirements in Japan.Job Requirements:
Bachelor's degree or above in science and engineering-related majors, such as computer science, communication engineering, automation, etc.
At least 2 years of experience in post-sales or pre-sales technical support; prior experience in the computer, POS terminal, mobile phone or related industries is preferred.
Possess solid troubleshooting skills and hands-on operational capabilities, with the ability to quickly locate and resolve hardware and software technical issues of products.
Have excellent communication and presentation skills; fluent in Japanese (business-level proficiency, capable of delivering solution presentations and conducting business negotiations proficiently); outstanding Chinese proficiency to support technical liaison scenarios with the headquarters.
Demonstrate strong project management, planning and coordination capabilities; have a good sense of teamwork, responsibility and service orientation, and be able to efficiently promote cross-departmental collaboration.
Familiarity with POS payment systems, terminal management or related payment application technologies is preferred; knowledge of project management tools such as Teambition and testing processes is a plus.
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