Introduction
iRobot Corporation, with a mission of “empowering people to do more” is at the forefront of the development of robotics and artificial intelligence technologies. iRobot has become one of the world’s preeminent specialist designers and builders of consumer robots. iRobot invests in the development and growth of its people, in a culture of empowerment, innovation and fun. Come work with some of the most talented and influential people in the robotics field utilizing cutting edge technologies, in an exciting, fast-growing industry!
Our goal is to deliver high quality products so that every customer can use our products with peace of mind and trust and become a fan of iRobot products. In this position, you will be responsible for the operation and management of our repair center. The Repair Center provides 100% of repairs requested by customers within 3 business days and boasts a customer satisfaction rate of over 80% for its high-quality service. We are looking for a person who can manage the repair center to further improve quality and efficiency.
ロボット産業界をリードし続けるアイロボットが開発・発売するロボットは世界で5,000 万台以上販売され、世界中の人々に価値あるソリューションを提供しています。その日本法人であるアイロボットジャパンの更なるビジネス拡大に向け、製品評価や検査、市場品質把握などの活動を通じて品質改善の業務に携わっていただきます。
高品質の製品をお届けすることで、一人ひとりのお客様に安心し、信頼して弊社製品をご利用いただき、アイロボット製品のファンになっていただくことを目標としています。今回は当社のリペアセンターの運営管理のお仕事をお任せ致します。リペアセンターでは、お客様から依頼された修理品を3営業日内に100％修理返却を行っており、そのハイクオリティーなサービスに顧客満足度も80％以上を誇っています。このリペアセンターの更なる品質の向上と効率化を追求すべく、リペアセンターのマネジメントを行っていただきます。
Essential Functions/Job Duties:
- Manage and improve existing repair process
- Develop and implement repair process to improve quality and efficiency of repair service
- Plan, monitor and manage repair parts inventory
- Refurbish process and reconditioning process control for rental product
- Create, monitor and improve KPIs
- Manage PDCA cycle
- Handle daily escalations in cooperation with relevant teams
- Lead process improvement of the team
Qualifications:
- Over 5 years of quality control, production technology, or customer support experiences (Experience in home appliances is a plus.)
- Over 3 years of management experience in outsourcing vendors
- High logical thinking and analytical skills
- High schedule management ability
- Reporting skills using Microsoft Office Tools
- Native level Japanese and high communication skills
- Business-level English (can communicate with overseas teams)
業務詳細
- リペアセンターのマネジメント（業務計画立案、マニュアル作成、管理業務）
- リペアプロセスの継続的な改善活動（品質、効率、コスト、返却期間の短縮）
- 修理部品の消費予測及び管理
- リファブ（再生品）・レンタル戻り品の整備プロセスの管理
- KPI管理や目標管理
- PDCAサイクルのマネジメント
- エスカレーション対応
- 部門のプロセス改善リード
必要条件
- 5年以上の修理・アフターサポート経験（家電製品経験は尚可）
- 3年以上のアウトソーシングベンダーのマネジメント経験
- 高い論理的思考、分析力を持つ方
- 高いスケジュール管理能力を持つ方
- マイクロソフトオフィスツールの使用経験
- 日本語がネイティブの方、高いコミュニケーションスキルを持つ方
- ビジネスレベルの英語力を持っている方（メールのやり取り、マニュアル読解が可能なレベル）
What We Do
iRobot®, the leading global consumer robot company, designs and builds robots that empower people to do more both inside and outside of the home. iRobot created the home robot cleaning category with the introduction of its Roomba® Robot Vacuum in 2002. Today, iRobot is a global enterprise that has sold more than 31 million robots worldwide. iRobot's product line, including the Roomba and the Braava® family of mopping robots, feature proprietary technologies and advanced concepts in cleaning, mapping and navigation. iRobot engineers are building an ecosystem of robots and technologies to enable the smart home.
iRobot stands firmly against racial discrimination and social injustice. At our company, everyone has a voice and we are committed to equality, inclusiveness, respect and kindness. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, disability status, age, marital status, protected veteran status, or other characteristic protected by law. iRobot is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please send an email to: [email protected].
