Service Manager

Jun 2
NA, Tokyo
Job category:
Sales and Product Service
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  • Shin-Yokohama


  • Japanese: Native or Bilingual Level required
  • English: Business Level required to communicate to the global teams


  • Set up strategy and business plan in both short and long term to be aligned with the company strategy to drive Sandvik service business.
  • Ensure providing the best possible services to customers and dealers with maintaining the profitability goals.
  • Take accountability for management of budgets and forecasts (including Administrative and Sales cost).
  • Provide technical information to customers and dealers to help them deal with repair consultations and solve technical problems.
  • Provide continuous daily trouble technical troubleshooting advice or onsite support to customers and dealers as needed
  • Examination of warranty claims, decision of refund availability, and refund processing are carried out.
  • Daily controlled workplaces with 5S standards contribute to the construction of workplaces with servicing and training goals and develop training tools and aids as needed.
  • Expert level in service workflow and warranty policies, solving each customer's complaints or claims while ensuring Sandvik’s brand reputation and interests.
  • Develop outsourcing dealers to manage technical and after service issue and preventive maintenance for customers.
  • Help improve customers’ and dealers’ knowledge and competence by developing, organizing, and delivering technical advices.
  • Learn how to use the in-house system for service operations and use the system to communicate.
  • Directly managing a team of Technical Support, Service Center, and Area Service staffs to provide the best services to customers and service providers.
  • Manage the team with reviewing and monitoring the daily activity and performance to lead to achieving service goals
  • Work and manage as a team with hands-on approach
  • Develop and manage team to lead to success in the personal and team goals
  • Collaborate and work well with sales team to provide the best possible service solution to customers


  • Minimum 3 years of technical or service work experiences in the mining industry or minimum 5 years of technical service experience in the machine related industry.
  • Leadership experiences with minimum of 5 years
  • Good communication skills internally and externally.
  • High level of determination to achieve goals and set targets for exceptional levels of customer and dealer satisfaction.
  • Outgoing personality to manage team and customers to achieve customer satisfaction on sight.
  • Willing to make an extensive domestic and overseas travel as required occasionally


  • Experiences as the sales or service support in the mechanical equipment, construction or mining segment
  • With abundant knowledge of machine theory, structure, and services, be familiar with technical services and dealer management processes.
  • Experience ability in practical technical services is good. Comfortable liabilities to fully perform assigned tasks and to learn and improve individual knowledge and abilities.
  • Good expressive, organizational, and communication capabilities, good customer-or dealer-related collaboration, and conflict-solving capabilities.

Deadline: Jun 2
Job-ID: R0055176

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