Job Description

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.