📍 Job Overview

• Job Title: Technical Support Manager
• Company: Scania
• Location: Tokyo, Tōkyō, Japan
• Job Type: Hybrid (3 office days per week)
• Category: Management
• Date Posted: 2025-06-11
• Experience Level: 5-10 years
• Remote Status: On-site with remote work options

🚀 Role Summary

• Role: Technical Support Manager
• Responsibilities: Oversee the technical support team, manage customer inquiries, and resolve technical issues efficiently.
• Team Size: 5 direct reports
• Reporting Line: Fatima Strand

💻 Primary Responsibilities

• Team Management: Lead and mentor a team of technical support specialists to ensure high-quality service delivery.
• Customer Support: Manage customer inquiries and provide technical assistance to resolve issues efficiently.
• Problem Solving: Identify and troubleshoot complex technical problems, and develop solutions to prevent future occurrences.
• Process Improvement: Continuously review and improve technical support processes to enhance customer satisfaction and team efficiency.
• Stakeholder Communication: Collaborate with internal teams and external partners to ensure seamless technical support services.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Computer Science, Engineering, or a related field.

Experience:

• Proven experience of 4-5 years in a technical support role, preferably within the automotive industry.
• Experience managing a team of technical support specialists.
• Demonstrated ability to resolve complex technical issues and provide exceptional customer service.

Required Skills:

• Native Japanese with business-level English proficiency.
• Strong communication and interpersonal skills.
• Proven problem-solving abilities and analytical mindset.
• Experience with customer relationship management (CRM) software and ticketing systems.
• Knowledge of automotive industry standards and best practices.

Preferred Skills:

• Experience with Scania products and services.
• Familiarity with Agile methodologies and project management tools.
• Knowledge of Japanese customer service standards and best practices.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-structured portfolio showcasing previous technical support projects and achievements.
• Detailed case studies demonstrating problem-solving skills, process improvement initiatives, and customer satisfaction improvements.
• Examples of team management and leadership, including performance metrics and team development strategies.

Technical Documentation:

• Detailed documentation of technical support processes, including troubleshooting guides, knowledge base articles, and internal wiki pages.
• Records of customer interactions, including issue resolution steps, customer feedback, and follow-up actions.
• Evidence of continuous learning and professional development, such as certifications, training programs, and industry conference attendance.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified in the job listing. However, based on industry standards for a Technical Support Manager in Tokyo, the estimated salary range is ¥7,000,000 - ¥10,000,000 JPY per year.

Benefits:

• Various social insurance benefits.
• Grade allowance.
• Defined contribution pension plan.
• Eligible to utilize paid leave from the joining date.
• Paid medical leave granted after employment (5 days each year in addition to annual paid leave).

🎯 Team & Company Context

Company Culture:

• Industry: Automotive industry, focusing on sustainable transportation solutions.
• Company Size: Large corporation with a global presence.
• Founded: 1891, with a rich history and extensive experience in the automotive industry.

Team Structure:

• The technical support team consists of 5 direct reports, with a 4:1 team-to-manager ratio.
• The team is part of the Service Sales & Operations department, working closely with other internal teams and external partners.

Development Methodology:

• The team follows Agile methodologies for project management, with a focus on continuous improvement and customer satisfaction.
• Collaboration tools and project management software are used to streamline workflows and enhance team productivity.

Company Website: https://www.scania.com/

📈 Career & Growth Analysis

Technical Support Manager Career Level:

• This role is at the senior management level, with a focus on strategic decision-making, team leadership, and process improvement.
• The Technical Support Manager is responsible for driving the technical support team's performance and ensuring high-quality service delivery.

Reporting Structure:

• The Technical Support Manager reports directly to Fatima Strand, who oversees the technical support team's activities and provides guidance on strategic initiatives.

Technical Impact:

• The Technical Support Manager's decisions and leadership directly influence the technical support team's performance, customer satisfaction, and the company's overall service quality.

Growth Opportunities:

• Team Expansion: As the company grows, there may be opportunities to expand the technical support team, leading to new management positions and career advancement opportunities.
• Process Improvement: By continuously reviewing and enhancing technical support processes, the Technical Support Manager can drive team efficiency and improve customer satisfaction, ultimately contributing to the company's success and personal career growth.

🌐 Work Environment

Office Type: Hybrid work environment with 3 office days per week and the option to work from home on other days.

Office Location(s):

• Head Office: 9F Googolplex Millennium Building, 4-4-20 Shiba, Minato-ku, Tokyo, Japan

Workspace Context:

• The office provides a collaborative workspace with access to multiple monitors, testing devices, and development tools to support technical support activities.
• The team works closely with other internal teams and external partners, fostering a cross-functional collaboration environment.

Work Schedule:

• The work schedule is from 9:00 AM to 6:00 PM, with a 1-hour lunch break.
• The team follows a flextime system, allowing employees to adjust their working hours within a specified range.

📄 Application & Technical Interview Process

Interview Process:

1. 1st Round - Service Director: The first round of interviews is conducted by the Service Director, focusing on the candidate's understanding of the role, technical skills, and cultural fit.
2. 2nd Round - MD: The second round of interviews is conducted by the Managing Director, focusing on the candidate's strategic thinking, leadership skills, and problem-solving abilities.
3. Web Test: Before the final interview, candidates are required to complete a web test to assess their technical skills and problem-solving abilities.

Portfolio Review Tips:

• Tailor the portfolio to showcase technical support projects, problem-solving case studies, and team management achievements relevant to the role.
• Highlight customer satisfaction improvements, process enhancement initiatives, and the positive impact on the team's performance.
• Include detailed documentation of technical support processes, troubleshooting guides, and knowledge base articles to demonstrate the candidate's technical expertise.

Technical Challenge Preparation:

• Familiarize yourself with the automotive industry, Scania products, and technical support best practices.
• Prepare for problem-solving scenarios, customer service case studies, and team management exercises.
• Brush up on your knowledge of Japanese customer service standards and Agile methodologies.

🛠 Technology Stack & Web Infrastructure

Technology Stack:

• The technology stack for this role is not specified in the job listing. However, the following technologies are commonly used in the automotive industry and technical support roles:
  • CRM software (e.g., Salesforce, Microsoft Dynamics 365)
  • Ticketing systems (e.g., Zendesk, Freshdesk)
  • Project management tools (e.g., Jira, Asana)
  • Collaboration tools (e.g., Microsoft Teams, Slack)
  • Automotive industry-specific software and systems

Web Infrastructure:

• The web infrastructure for this role is not specified in the job listing. However, the following infrastructure components are commonly used in technical support roles:
  • Customer relationship management (CRM) systems
  • Ticketing systems and customer service platforms
  • Knowledge base and self-service portals
  • Collaboration and communication tools
  • Automotive industry-specific software and systems

👥 Team Culture & Values

Technical Support Team Values:

• Customer Focus: Prioritize customer satisfaction and ensure high-quality service delivery.
• Continuous Improvement: Regularly review and enhance technical support processes to drive team efficiency and customer satisfaction.
• Collaboration: Work closely with internal teams and external partners to provide seamless technical support services.
• Problem-Solving: Identify and resolve complex technical issues, and develop solutions to prevent future occurrences.
• Leadership: Lead and mentor team members to drive personal and team growth.

Collaboration Style:

• The technical support team follows a collaborative approach, working closely with other internal teams and external partners to provide seamless technical support services.
• The team encourages knowledge sharing, technical mentoring, and continuous learning to drive personal and team growth.

📝 Interview Preparation

Technical Questions:

• Customer Service: Prepare for questions about customer service scenarios, problem-solving techniques, and customer satisfaction improvement strategies.
• Process Improvement: Brush up on your knowledge of process improvement methodologies, data analysis, and performance metrics.
• Team Management: Familiarize yourself with team management best practices, employee development strategies, and performance metrics.
• Industry Knowledge: Review the automotive industry, Scania products, and technical support best practices to demonstrate your expertise in the field.

Company & Culture Questions:

• Research Scania's company culture, mission, and values to demonstrate your understanding of the organization and your alignment with its goals.
• Prepare questions for the interviewer to show your interest in the role and the company, and to gain a better understanding of the team and its dynamics.

Portfolio Presentation Strategy:

• Tailor the portfolio presentation to highlight the candidate's technical support projects, problem-solving case studies, and team management achievements relevant to the role.
• Use storytelling techniques to engage the interviewer and demonstrate the candidate's impact on customer satisfaction, process improvement, and team performance.
• Include detailed documentation of technical support processes, troubleshooting guides, and knowledge base articles to showcase the candidate's technical expertise.

📌 Application Steps

To apply for this Technical Support Manager position:

1. Submit Application: Submit your application through the application link provided in the job listing.
2. Tailor Portfolio: Customize your portfolio to showcase technical support projects, problem-solving case studies, and team management achievements relevant to the role.
3. Resume Optimization: Optimize your resume for web technology roles, highlighting project achievements and technical skills relevant to the Technical Support Manager position.
4. Technical Interview Preparation: Prepare for the technical interview process, focusing on problem-solving scenarios, customer service case studies, and team management exercises.
5. Company Research: Research Scania's company culture, mission, and values to demonstrate your understanding of the organization and your alignment with its goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.