As a 3D Remote Support Engineer you will work across the different support functions defining the end-to-end activity leading to the right customer solution.

Your primary roles are to:
- Provide expert support to remotely resolve hardware and/or software technical issues and application problems for our customers.
- Trigger an onsite interaction in case the issue cannot be fixed remotely. Right diagnosis and parts identification are key to ensure proper handover to the Field Services Engineer.
- Keep customers informed of the status of their case, elevating issues as needed within the Graphics Services and Support Organization and ensuring that Service Level Agreements are met.
- Document case history and interactions with customer in our Customer Relationship Mgmt. SW (CRM) to ensure proper handover to field, product/case history tracking and reporting. (Issue, Customer Inputs, Data Gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow ups with customer, etc.)
- Assist Care Center Agents and Customers on subjects such as product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general, based on customer entitlement.
- Build a close professional relationship with the primary accounts assigned though specific customer needs understanding and installed base knowledge that generates mutual trust and enhances customer experience.

We offer

-Full-time, 39 hours/week, and long-term contract
-Schedule: Monday to Friday, from 02 am to 11 am (Night shift)
-Salary depending on experience
-Opportunity to grow in an international company

Skills Required
-This position requires solid technical skills, in order to understand/troubleshoot complex printer & system issues, along with communication skills, needed to manage interactions with customers.
-Native Japanese
-Fluent English