Question
2-5

Manager, Customer Support - Japan

1/25/2026

The Service Manager oversees the quality and performance of customer-facing services, ensuring service delivery excellence and driving continuous improvement. This role involves collaborating with various teams to maximize business value and enhance customer satisfaction.

Working Hours

40 hours/week

Company Size

10,001+ employees

Language

English

Visa Sponsorship

No

About The Company
AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales of approximately $7.5 billion. AMETEK is a leading global provider of industrial technology solutions with approximately 22,500 colleagues across our global network of operating, sales, service, and support locations in 34 countries around the world. Our mission is to solve our customers' most complex challenges with differentiated technology solutions. The AMETEK Growth Model is embedded within our culture and is made up of our four growth strategies – Operational Excellence, Technology Innovation, Global and Market Expansion, and Strategic Acquisitions. These growth strategies are complemented by a disciplined focus on cash generation, capital deployment, and talent development. Each element of our Growth Model reinforces the others, creating a powerful and scalable platform to drive long-term, sustainable growth. AMETEK consists of two operating groups, both with highly differentiated technology and leading positions in niche markets: • Electronic Instruments Group (EIG) – a leader in the design and manufacturing of advanced analytical, test and measurement instrumentation for aerospace, medical, power, energy, research and industrial markets. • Electromechanical Group (EMG) – a leader in the design and manufacturing of highly engineered medical components and devices, automation solutions, thermal management systems, specialty metals and electrical interconnects.
About the Role
  1. Summary

The Service Manager is responsible for overseeing the quality and performance of customer-facing services. This role ensures service delivery excellence, drives continuous improvement, and enhances customer satisfaction. The Service Manager collaborates closely with application, operations, and commercial teams, for both local and global, to maximize business value.

  1. Key Responsibilities
    1. Service Delivery Management
  • Monitor KPI performance and lead improvement initiatives
  • Manage incident, problem and change process based on BU HQ directions
  • Conduct regular service reviews and present improvement proposals
  • Coordinate with internal teams and suppliers to ensure stable service delivery (in case)
    1. Customer management and Escalations
  • Act as the primary point of contact for customers
  • Manage escalations related to major incidents
  • Develop and execute actions to improve customer satisfaction
  • Maintain strong customer relationships through proactive communication
    1. Service Improvement
  • Develop and drive Service Improvement Plans
  • Support new service launches through requirements definition and service design
  • Manage service-related cost control and operational efficiency initiatives
  • Contribute to service transition and change readiness activities
    1. Compliance and Governance
  • Ensure adherence to contractual obligations
  • Enforce security policies and compliance requirements
  • Support internal and external audits
  1. Required Qualifications
  • 3+ years of management and engineer experience
  • English communication
  • Strong customer communication and stakeholder management skills
  • Excellent analytical and problem‑solving abilities
  1. Preferred Qualifications
  • Technical background of Physics or Electrical engineering or Mechanical engineering
  • Experience in Instrumentation industry
  • Experience in using Sales Force as CRM
  1. Ideal Candidate Profile
  • Strong customer orientation with the ability to build trusted relationships
  • Capable of driving initiatives involving multiple stakeholders
  • Able to make data‑driven decisions and propose improvements
  • Flexible, proactive, and able to lead change
Key Skills
Customer CommunicationStakeholder ManagementAnalytical SkillsProblem-SolvingService Delivery ManagementIncident ManagementService ImprovementComplianceGovernanceService TransitionChange ManagementKPI MonitoringCustomer SatisfactionProactive CommunicationCost ControlOperational Efficiency
Categories
Management & LeadershipCustomer Service & SupportEngineeringScience & Research
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