Sr. Manager Technical Support - Japan

Job title: Sr. Manager Technical Support - Japan
Reports to: AVP Technology & Innovation - APAC

Main purpose and scope of the job: The incumbent will ensure technical service delivery for enterprise customers and channel partners. This role oversees the full lifecycle of post-sales technical support, escalations, service operations, and team development, while collaborating closely with sales, product, and engineering teams to drive customer success and retention in the region.

Location: Japan

Roles and responsibilities:

• Lead, manage and provide guidance on the day-to-day activities of the support team.
• Manage L1–L3 support functions, ticket handling, root-cause analysis, and technical escalations.
• Maintain a high degree of customer satisfaction.
• Oversee deployment support, troubleshooting, maintenance, and system upgrades for digital signage networks.
• Provide leadership in problem-solving, including proposing and discussing fixes, giving advice and educating customers.
• Manage customer escalations both online and by phone and at times at client site.
• Foster a customer-centric culture with a strong focus on SLA adherence, CSAT improvement & issue resolution.
• Develop and administer schedules and performance requirements.
• Implement strategic change for knowledge management, customer centric support and issue problem-solving.
• Manage local knowledge base and contribute to global documentation repositories.
• Communicate with management from the sales, services, engineering, product solutions and support team when necessary to prioritise customer requests.

Core competencies:

• Previous experience as a Service Desk Analyst and with IT Service Management / Ticketing systems
• Experience in Audio-Visual (AV) technologies preferred.
• Experience providing hardware support (Desktops, Laptops, Networks (LAN/WAN, Routers, Switches, Firewalls) & Digital signage platforms / Media players / Display controllers
• Cloud-based software, SaaS platforms
• Experience in working in a customer focused environment
• Ability to work unsupervised, to a high standard and have excellent organisational & problem-solving skills
• Have excellent communication skills both written and verbal with a friendly and professional phone manner and strong customer service focus
• Willingness to learn and focus on results
• Able to work under pressure, keep things simple, demonstrate patience and creativity and possess conflict management skills
• Demonstrate a high level of customer focus and empathy
• Strong Teamwork and communication / information sharing
• Any experience in Servers (Wintel, SQL, VMware) and Storage Technologies will be highly regarded
• Certifications such as ITIL, MCSE or MCITP, CCNA will be highly regarded.

Other competencies:

• Minimum of 4 - 5 years relevant experience
• Team management experience
• Industry knowledge is an advantage (Digital signage)
• Excellent communication skills – both verbal and written and presentation
• Results driven
• Ability to manage a group of people and set business strategy and execute
• Ability to set goals and deadlines and to manage to schedule and deadlines
• Ability to manage multiple projects and priorities at the same time
• Experience with MS Office tools required, including Excel, Word and PowerPoint
• Some travel may be required
• Ability to work in a fast-paced environment