Customer Support

Outline of the Job

This role is responsible for leading the design, establishment, and implementation of the foundational customer support infrastructure, operational processes, and systems leading up to Entry Into Service (EIS). Once the infrastructure is established, the role will transition into overseeing day-to-day customer support operations, managing field services, and ensuring continuous service quality for both domestic and international customers.

Key Responsibility

• Lead the design and establishment of the foundational customer support infrastructure, including internal workflows for inquiries, web portals, and parts/GSE supply systems.
• Define and prepare the minimum required business processes and operational documentation for a successful Entry Into Service (EIS).
• Set up the framework for technical inquiry management and aircraft delivery processes, and provide ongoing support once established.
• Collaborate with cross-functional teams to establish training programs and prepare maintenance/operation manuals for crews and technicians.
• Provide support to answer customer queries, including technical inquiries and complaints, acting as the primary liaison for domestic and international customers.
• Design and present KPI dashboards for upper management decision processes.
• Oversee field operations and conduct continuous assessments of deliverables to minimize disruptions and maintain quality levels.

Essential Skills

• Experience in the aviation industry (drones, aircraft, helicopters) within maintenance, flight operations, aircraft delivery, operational engineering, or customer support.
• Project management skills with a track record of driving cross-functional initiatives.
• Strong communication skills to cooperate with external parties, including competent authorities.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Google Workspace (Sheets, Slides).

Desirable Skills

• Bilingual proficiency: Advanced or fluent in both English and Japanese.
• Prior experience in an Entry Into Service (EIS) program.
• Knowledge of continuous improvement processes (e.g., Lean Manufacturing).

Type of Employment

• Permanent Employee or Contract Employee
• Probationary period: 3~6 month

Place of Employment