Onsite Customer Support Manager – Japan
Location: Tokyo, Japan

About the Role
Our client is seeking an Onsite Customer Support Manager to oversee remote hands operations and manage customer relationships in a large-scale data center environment. This role is key to ensuring operational efficiency, service reliability, and a high-quality customer experience.
The successful candidate will have a strong background in data center operations, proven leadership of on-site technical teams, and excellent client-facing skills.

Key Responsibilities
Remote Hands & Data Center Operations

• Manage day-to-day operations, ensuring compliance with SLAs and operational standards.
• Lead and develop the Remote Hands team, including training, performance management, and guidance.
• Oversee customer equipment handling, including installation, troubleshooting, and maintenance.
• Monitor systems proactively to maintain uptime and respond promptly to incidents.
• Approve and oversee change requests, ensuring thorough testing, documentation, and communication.
• Support disaster recovery and business continuity planning.

Customer Engagement

• Act as the main operational contact for customers, managing escalations, service requests, and incident updates.
• Onboard new customers, ensuring alignment with operational processes.
• Conduct regular reviews to ensure service satisfaction and manage customer audits.
• Track and report on SLA/KPI performance to stakeholders.

Process Improvement & Compliance

• Identify opportunities for operational efficiency and cost optimisation.
• Ensure compliance with security, privacy, and environmental standards (e.g., ISO 27001, SOC 2).
• Maintain accurate documentation of processes, procedures, and configurations.
• Drive operational innovation through new technologies and best practices.

Vendor & Stakeholder Coordination

• Manage vendor and contractor relationships.
• Collaborate with internal teams to align operational priorities with customer needs.

Requirements

• Associate degree or higher in Engineering or related field.
• Fluent in Japanese with business-level English.
• Minimum 5 years of experience in Remote Hands or IT service delivery within a data center environment.
• Strong leadership skills with proven experience managing technical teams.
• Excellent customer-facing and communication skills.
• Process-oriented and able to work in a fast-paced environment.
• Knowledge of equipment specifications, contract terms, and SOWs.

Preferred Certifications

• CCNA, CCNP, CDCP, or equivalent.

About Edison Smart

Edison Smart is a global provider of specialized recruitment solutions, supporting the technology industry’s most innovative companies. Headquartered in the UK, we connect talent with opportunity, driving the ‘Industry 4.0’ revolution. With over 30 years of experience, Edison Smart partners with forward-thinking organizations to help achieve their strategic growth goals while fostering groundbreaking technological advancements.

Permanent