Product Support Manager (Tech MNC / Hardware/Japan Market)

Adecco Personnel Pte Ltd.; Singapore; On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Product Support Manager to join their dynamic team. This role involves serving as the operations specialist for customer support, focusing on escalations related to safety claims for devices. The ideal candidate will have a strong background in customer support, particularly within the biotech or medical device sectors, and will be bilingual in English and Japanese to effectively communicate with stakeholders. This is a fantastic opportunity to contribute to a leading tech organization while ensuring high standards of customer safety and support.

Qualifications

• 3+ years of experience in customer support, biotech, or medical devices.
• Experience in hardware operations and tech industry is a plus.

Responsibilities

• Serve as operations specialist for customer escalations related to safety claims.
• Develop reporting for customer support safety metrics and assist in UAT testing.

Skills

Customer Support

Hardware Operations

Bilingual (English and Japanese)

Tech Industry Experience

Job description

Product Support Manager

A leading tech MNC

The Opportunity

• Adecco is partnering with our client, one of the world's largest tech organizations.
• We are looking for a Product Support Manager.
• The role will start as a contract.
• Candidates who are immediately available or able to start work within short notice will be preferred.

The Talent

• 3+ years of experience in customer support, biotech, or medical devices.
• 3+ years of experience in hardware operations.
• Ability to communicate in both English and Japanese (to communicate with Japanese-speaking stakeholders and partners).
• Tech industry experience will be a plus.

Job Description

• Serve as operations specialist and point of contact within Customer Support product vertical for customer escalations related to safety claims for devices.
• Assist Safety operations SMEs with updates to knowledge base articles and agent training, participate in relevant UAT testing for taxonomy updates related to safety enhancements in support processes.
• Monitor the escalation queue and communicate with Tier 3 agents and other stakeholders to provide feedback on appeasements related to escalations, with guidance from the Safety Operations team.
• Develop reporting for customer support safety metrics in preparation for monthly updates on safety trends.
• Support Safety Operations team with case summaries and customer support deep dives.

Next Step

• Prepare your updated resume, including your current salary package with full breakdown (base, incentives, annual wage supplement, etc.) and your expected package.
• Send your resume to [e-mail].
• All shortlisted candidates will be contacted.

Liu XinYang

EA Licence Number: 91C2918

Personnel Registration Number: R1988872