Position Summary

This role is part of the Customer Service Group and is responsible for after-sales service across our Outdoor, Hospitality, and RV product lines.

The Customer Service Engineer will handle technical inquiries, coordinate repair services, and contribute to service quality improvement.

While currently an individual contributor role, candidates who demonstrate strong ownership and capability may be considered for future managerial responsibilities.

The successful candidate will bring hands-on technical experience, strong customer service skills, and the ability to manage outsourced partners while coordinating effectively across internal departments.

The position is based at our warehouse in Iwatsuki-ku, Saitama City, with standard weekday working hours and full social insurance coverage.

Commuting allowance is provided, and employees benefit from a stable work environment with opportunities for professional development.

Position Responsibilities

The Customer Service Engineer will be responsible for the following key activities:

Perform repair services (on-site and send-back) and manage spare parts sales
Respond to technical inquiries and complaints from end users
Coordinate outsourced service partners, including technical training and quality oversight
Investigate recurring failures and implement corrective actions
Manage warranty claims, service documentation, and inventory control
Acquire and share product specifications and manuals from overseas factories
Prepare service and quality reports for internal stakeholders and factory teams
Collaborate with cross-functional departments (Sales, Product, Logistics)
Communicate with government agencies or regulatory bodies as needed
Support customer satisfaction improvement initiatives

【職務概要】

本ポジションはカスタマーサービスグループに所属し、アウトドア、ホスピタリティ、RV製品に関するアフターサービス業務を担当します。技術的な問い合わせ対応、修理対応の調整、サービス品質向上への取り組みを担います。採用時は管理職ではありませんが、主体性と能力を発揮された方には、将来的にマネジメント職への登用の可能性もあります。 勤務地は埼玉県さいたま市岩槻区の当社倉庫で、平日9:00〜17:30の勤務時間となります。社会保険完備、通勤手当支給、安定した職場環境とキャリア成長の機会が提供されます。

【主な業務内容】

・修理対応(出張修理および送付修理)の実施およびスペアパーツ販売の管理

・エンドユーザーからの技術的な問い合わせやクレームへの対応

・外部委託修理業者の管理(技術トレーニング、品質管理を含む)

・繰り返し発生する不具合の調査と是正措置の実施

・保証対応、サービス関連書類、在庫管理の実施

・海外工場からの製品仕様書やマニュアルの取得と社内共有

・サービス・品質レポートの作成と社内・工場への報告

・営業、製品、物流など社内関連部門との連携

・行政機関や規制当局との技術的な対応

・顧客満足度向上に向けた取り組みへの貢献

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Experience, Skills & Competencies

EXPERIENCE & SKILLS


Required:
Bachelor's degree in engineering or a related technical field
Minimum 5 years of experience in customer service or technical support
Hands-on experience in appliance, automotive, or commercial machinery repair
Strong technical understanding of electrical and light mechanical systems
Proven ability to handle customer complaints and service inquiries
Business-level communication skills in both English and Japanese (required for internal and external coordination, including factory communication)
Proficiency in Microsoft Excel, Word, and PowerPoint


Preferred:
Experience in call centers or hands-on repair of home appliances
Service desk or front-line experience at import car dealerships
Service management experience in commercial vehicle repair (trucks, special vehicles, construction machinery)


DOMETIC'S CORE VALUES

To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.

In addition to embracing our core values, we believe that you possess the following skills, competencies & characteristics:

Technical Expertise – Deep understanding of product structure, failure patterns, and repair methodology
Customer Orientation – Empathetic, professional, and responsive to customer needs
Accountability – Takes ownership and delivers consistent, high-quality outcomes
English Communication – Able to coordinate effectively with global teams
Collaboration – Works well with internal and external stakeholders
Adaptability & Learning Agility – Open to feedback and quick to learn
Attention to Detail – Maintains accurate records and ensures compliance
Business Awareness – Understands how service quality impacts customer satisfaction and brand reputation

We welcome your application and look forward to learning more about you. Please note that selection will be conducted on an ongoing basis. If you have any questions regarding the position, please contact Doris Chan, HR Operations Manager, at

【経験・スキル】


必須:
・工学系または関連技術分野の学士号

・カスタマーサービスまたは技術サポートの実務経験(5年以上)

・家電、自動車、業務用機械の修理経験

・電気・軽機械に関する技術的理解

・顧客対応およびクレーム処理の実績

・英語・日本語ともにビジネスレベルのコミュニケーション能力(社内外および工場との連携に必要)

・Microsoft Excel、Word、PowerPointの操作スキル


歓迎:
・コールセンターまたは家電製品の修理経験

・輸入車ディーラーでのサービス受付・対応経験

・トラック、特殊車両、建設機械などの修理におけるサービスマネジメント経験

【ドメティックのコアバリュー】

当社のコアバリュー「Together We build our future」「We play to win」「We embrace change」「We walk the talk」を理解し、体現できる方を歓迎します。これらの価値観は、ドメティックの文化の中核であり、私たちの働き方を示すものです。


また、以下のようなスキル・資質をお持ちの方を歓迎します:
・技術的専門性

・顧客志向

・責任感

・英語でのコミュニケーション能力

・協調性

・柔軟性と学習意欲

・正確性と細部への注意力

・サービス品質が顧客満足とブランド評価に与える影響の理解

ご応募を心よりお待ちしております。選考は随時行っております。 本ポジションに関するご質問は、HRオペレーションマネージャーのDoris )までご連絡ください。
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