Lucrative role working for a global American power house, a market leader in automated solutions, is currently seeking a Technical Support Specialist to join their Lifecycle Services team, supporting customers across the Japanese market. This is a rare opportunity to join a high-performing team in a role that blends customer relationship management, technical coordination, and data-driven service support.

Based in Melbourne, you'll be the first point of contact for post-installation service, you will be responsible for coordinating preventive maintenance programs, scheduling field technicians, resolving technical queries, and maintaining accurate service records. You’ll play a crucial role in ensuring customer satisfaction and system performance across a portfolio of complex installations.

Key Responsibilities

Service Coordination

Coordinate and respond to incoming service requests from Japanese customers

Develop and maintain preventive maintenance schedules for installed systems

Organise and deploy field service technicians and prepare customers for upcoming site visits

Collaborate with internal stakeholders to ensure seamless service delivery

Technical Support & Troubleshooting

Assist in remotely diagnosing and resolving technical issues in collaboration with engineering teams

Provide clear guidance on equipment operation, maintenance, and setup

Ensure customer enquiries are handled with professionalism and urgency

Customer Training

Deliver remote customer training on equipment usage and preventive maintenance protocols

Empower clients with the knowledge to operate systems effectively and reduce downtime

Service Records & Data Analysis

Maintain comprehensive records of all service activities, work orders, and customer interactions

Monitor service schedules and SLAs to ensure timely completion of planned maintenance

Identify trends, recurring issues, and opportunities for system improvement through data analysis

Report key insights to internal teams to support product and service optimisation

About you

To be successful in this role, you’ll bring:

Native-level Japanese language skills and fluent English communication

A solid understanding of Japanese business culture (experience in a Japanese company is a plus)

A bachelor’s degree in Engineering, Science, or a relevant technical field

Strong ability to read and interpret mechanical and electrical schematics

Proven experience in remote technical support or a service coordination environment (5+ years)

Experience in scheduling and resource allocation is desirable

Excellent interpersonal and problem-solving skills, with a proactive mindset