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
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
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.
- 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
The Bosch Group is a leading global supplier of technology and services. It employs roughly 417,900 associates worldwide (as of December 31, 2024). According to preliminary figures, the company generated sales of 90.5 billion euros in 2024. Its operations are divided into four business sectors: Mobility, Industrial Technology, Consumer Goods, and Energy and Building Technology. With its business activities, the company aims to use technology to help shape universal trends such as automation, electrification, digitalization, connectivity, and an orientation to sustainability. In this context, Bosch’s broad diversification across regions and industries strengthens its innovativeness and robustness. Bosch uses its proven expertise in sensor technology, software, and services to offer customers cross-domain solutions from a single source. It also applies its expertise in connectivity and artificial intelligence in order to develop and manufacture user-friendly, sustainable products. With technology that is “Invented for life,” Bosch wants to help improve quality of life and conserve natural resources. The Bosch Group comprises Robert Bosch GmbH and its roughly 470 subsidiary and regional companies in over 60 countries. Including sales and service partners, Bosch’s global manufacturing, engineering, and sales network covers nearly every country in the world. Bosch’s innovative strength is key to the company’s further development. At 136 locations across the globe, Bosch employs some 86,900 associates in research and development, of which nearly 48,000 are software engineers.
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