Job title: Onsite Customer Support Manager
Job type: Permanent
Emp type: Full-time
Industry: Data Centre Construction
Salary type: Annual
Salary: Negotiable
Location: Tokyo, Japan
Job published: 20/08/2025
Job ID: 144324

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.