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Senior Customer Support Engineer, Japan



Job ID:  34202
Category:  Customer Support & Advocacy

Job Description
Job Title: Senior Customer Support Engineer – Japan
Location: Tokyo, Japan

3D printing is an industry around innovation and creativity. Stratasys runs innovative marketing and thought-leadership programs with our distribution partners. We are expanding our footprint in Japan and are looking for the right candidate who shares our passion in this fast-growing market.
Now we are about to launch a cutting-edge product with brand-new technology, and are looking for a Senior Customer Support Engineer, who is an expert of getting customer satisfaction by providing technical solutions and can inspire people by the fundamentals needed when working with us called “Stratasys 6 behaviors”.


Duties and Responsibilities
• Take ownership on providing solutions/workarounds to customers until resolving issues.
• Perform onsite 3D printer installation and training to operators.
• Provide onsite/remote (e.g. phone, email, chat etc.) technical support to customers/partners/3rd party service providers about 3D printer to resolve technical & application issues.
• Provide updates on a consistent basis and keep all parties including customers, the team, and the service groups in the headquarters.
• Provide support activities to 1st (field service) and 2nd (technical specialist) level according to requests from the manager / corporate.
• Communicate promptly technical escalations to the team / manager.
• Submit and present reports on customer visits, escalated issues, field problems etc. with a proper recording and closure of all issues on CRM.
• Accountable to drive the communication about technical product issues between the field and the corporate service groups in HQ. Ensure distribution of the relevant information within the regional technical community (RTS, CSE, Care Center)
• Support Product Management in new product launches (Material, Hardware, Software, Upgrades)
• Review technical documentation based on local requirements and ensure the availability with Product management.
• Provide partners / customers with technical trainings. Prepare and deliver training session for technical staffs when needed.
• Participate on special projects and company initiatives as needed.

Education, Skills and Experience
• Mechanical / Electric / Electronic or relevant engineering degree.
• 5+ years field service experience in a technical capacity, in hardware related field.
• Advanced business level Japanese (To communicate with customers)
• Business level English (To communicate with people in US, Israel etc.)
• Good technical understanding and experience of multidisciplinary equipment – mechanics, electronics and fluid systems combined with software, networking and computer hardware.
• Excellent reporting with transparency and troubleshooting skills.
• Able to work with software/Saas e.g. Salesforce, Teams etc.


Soft skills linked to “Stratasys 6 behaviors”
1. We are resilient.
Able to enjoy working in a startup environment with can-do attitude in ambiguities and
flexibilities to never stop learning, trying and challenging towards targets.
2. We make it together.
Team player, respect each other, build trust from others with positive inspirations.
3. We are accountable.
Data-driven, honest and open-minded, responsible of delivering high quality results.
4. We think customer.
Customer-success mindset.
5. We are connected leaders.
Proactiveness to take initiatives to get things done, and to lead people moving forward.
6. We are believers.
Self-motivative, passionate with the Stratasys technologies, excited to broaden our business.


Stratasys 6 Behaviors
1. We are Believers.
・We think positively and inspire others with our passion for Stratasys’ technology.
・We are eager to win and go above and beyond to reach our goals.
・We innovate in order to demonstrate industry leadership.
2. We think Customer.
・We deliver high quality solutions that provide value to our external and internal customers.
・We listen carefully to shape and exceed our customer expectations.
・We challenge the way people think, pushing the boundaries of what’s possible.
3. We are Accountable.
・We own our areas of responsibility and execute high quality results.
・We prioritize, plan and commit to our decisions.
・We are honest and open, even when we make mistakes.
4. We make it Together.
・We have a one team, one game mindset, assuming positive intent.
・We work effectively across Stratasys, valuing others’ perspectives, even when they’re different
from our own.
・We build trust, respect each other and acknowledge others’ contributions.
5. We are Resilient
・We show a can-do attitude and take action, even in times of ambiguity.
・We are flexible and roll with changes to adapt to new challenges.
・Whether we win or lose, we keep learning and never stop trying.
6. We are Connected Leaders.
・We lead by example.
・We provide direction and communicate with transparency.
・We deliver results through teamwork and actively promote alignment.
・We create an environment which is caring, enabling and challenging.
・We encourage two-way dialogue and invite debate and divergent ideas.