Technical Services Engineer

Job Title: Technical Services Engineer

Job Description

Do you possess a keen interest in technology?

Are you customer-oriented?

Do you enjoy interacting with people of different cultures?

YES? – We’ve got what you are looking for!

The Technical Services Engineer (TSE) provides complete and efficient after-sales support, and to a varying degree, technical support for partners, distributors, resellers, and end users over the telephone, via a Web portal system (support tickets in writing), and via chat.

You work through a case-driven system where the TSE handling a case, has the responsibility to conclude and close cases. You will need to participate in relevant trainings to stay informed about technical information. You will have opportunities to proactively contribute to activities such as writing global FAQs. You will maintain good dialogue with the customer throughout the resolution of a support case with a professional level of communication

Besides having a solid technical foundation, you need to be able to, simply put, take good care of our customers. We put a lot of weight on the customer care aspect of the job. In doing so, you would act according to guidelines and our core values, while encouraging others to do the same. We are looking for someone who has a mindset for “customer perspective” and delivers “quality of communication and troubleshooting”.

This position is based in Tokyo, Japan and reports to the Technical Services Manager; may involve traveling occasionally to our global HQ in Sweden.

What you will do here:

• Provide advanced support to end-users, resellers/partners, and distributors via phone, Web portal system, and chat
• Work with a case-driven system where you have the final responsibility towards the customer to conclude and close your cases.
• Assist primarily the sales office in the region, with both after-sales and technical support.
• Build technical knowledge and contribute to developing the support function within the team.
• Authorize warranty exchange (RMA) and handle day-to-day issues with the RMA partner for the region.
• Take part and contribute in team training initiatives.
• Collaborate with the global technical support team to share ideas and information.

What are we looking for:

• You have strong computer and network knowledge.
• You are passionate about technology and solving a problem.
• Solid knowledge of TCP/IP, SIP, video streaming technologies.
• Familiar with switches, routers, servers, network camera, NVR, and IoT.
• Excellent communication skills.
• You are a service and open-minded individual.
• Native in Japanese and business level in English. (TOEIC score of 600 or above is preferred for communication with global teams.)
• Having experience working in an international company will be preferable.

Benefits

• Opportunities for travel abroad
• Hybrid working
• Comprehensive Support: Access to Mental Health and Employee Assistance Program (EAP) benefit.
• Work-Life Balance: Company prefers to work efficiently and effectively, minimizing overtime. Employees here can enjoy a good sense of work-life-balance.
• Great Place to Work: Company was awarded the "Great Place to Work" certification.
• Market Leadership: Axis is a fast-growing international company, operating worldwide with offices in more than 40 countries. We are the global market leader in network video.
• Corporate Stability: Company is part of the Canon Group; however Axis runs completely independently. Great financial backing and ability to leverage Canon’s influence and network.
• Innovative Solutions: Company also has integrated software which can provide marketing analytics of customers for marketing purposes through their security cameras.

Certain roles at Axis require background checks, which means applicable verifications will be done in these recruitments. Notice will be provided before we take any action.

We enable a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.

With around 6000 committed employees in over 50 countries, we collaborate with partners worldwide. Together, we thrive in our friendly, open, and collaborative culture and inspire each other to think beyond the expected. United by our commitment to inclusion, diversity, and sustainability, we consistently seek to develop our skills and way of working.

Let´s create a smarter, safer world

For more information about Axis, please visit our website www.axis.com.

Listen to Get To Know Axis – Podcast