Description

Position Summary

The Technical Service & Support Manager is responsible for leading Bosch Japan’s Technical Hotline and Technical Training teams within the Mobility Aftermarket division for Japan and Korea Market.

This role requires operational excellence with high-quality customer support on hotlines services, planning & implement trainings towards IAM & OES channel with efficiencies, and continuous optimization of service processes—including the end-to-end Order-to-Cash (O2C) workflow.

The ideal candidate has strong service orientation, a foundational understanding of the automotive aftermarket, and the ability to improve processes through cross-functional collaboration. Basic IT literacy is required, especially in using digital tools, CRM systems, and data for process improvements.

Key Responsibilities

1. Leadership & Team Management

- Lead and develop the Technical Hotline and Technical Training teams for JP & KR to reach goal of “Productivity “ and “Quality “

- Set clear goals, KPIs, and follow-up mechanisms to ensure operational excellence

- Coach team members to enhance technical competencies and communication skills, effectively plan and allocate resources

2. Technical Hotline Operations

- Ensure accurate, timely, and professional technical support for workshops and partners.

- Monitor case quality, response times, and first-time-fix rates.

- Improve knowledge management, documentation, and escalation processes.

3. Technical Training Management

- Oversee planning and delivery of technical training programs with KPIs

- Maintain high standards of training content aligned with global and local needs.

- Manage training calendar, trainer development, and performance reporting.

4. Process Optimization (Core Requirement)

- Drive improvements in service processes, including Order-to-Cash workflows.

- Identify bottlenecks and implement data-driven corrective actions.

- Strengthen documentation flow and cross-functional coordination across Sales, Product, Logistics, and Service teams.

5. Stakeholder & Global Alignment

- Act as key interface between Japan market and EA global Technical Support.

- Align tools, KPIs, and processes with global standards while consider local reality

Qualifications

Must-Have:

- 5+ years experience in automotive, technical support, or customer service.

- Strong service mindset with passion for helping customers.

- Ability to analyze workflows and drive structured process improvements.

- Basic IT literacy (CRM, ticketing systems, Excel/PowerBI-level data handling).

- Strong Japanese communication skills (Native/ N1) and basic English.

Nice-to-Have:

- Experience in diagnostics, workshop operations, or technical training.

- Understanding of SAP/O2C or service operations.

- Exposure to digital tools and light IT system integration.

- Team leadership experience or readiness to step up.

Additional Info

- Customer-centric and calm under pressure.

- Process-driven and structured.

- Hands-on leader who understands daily operations.

- Growth mindset, open to learning new topics.

Reporting Line

Reports to: MA-AS/TSS- EA (located in Yokohama)

Direct Reports:

- Group Leader, Technical Hotline

- Group Leader, Technical Training

Company Description

Do you want beneficial technologies being shaped by your ideas? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with us, you will have the chance to improve quality of life all across the globe. Welcome to Bosch.MA JP