Logistics System Service Engineer / Supporting a track record of over 1,000 robots introduced! Leading customer satisfaction and profitability in a rapidly growing business!
■ Job Overview As an engineer capable of providing after-sales support for our new product, WES, you will be engaged in supporting the stable operation of delivered systems. As a Logistics System Service Engineer, you will lead the activities necessary to ensure stable system operation, such as establishing software support structures, providing recovery support for troubles occurring during operation, communicating defect status and improvement activities to the development/design teams, and proposing maintenance services and creating estimates. You will contribute to building the mechanisms that support the operation of the latest systems, bringing innovation to next-generation in-plant logistics.
*Regarding WES (Warehouse Execution System) and WMS (Warehouse Management System) While WMS (Warehouse Management System) focuses on inventory and location management, WES plays the role of controlling robots, automated guided vehicles, sorters, etc., within the warehouse in real-time, optimizing the order and assignment of tasks.
■ Department Role The service department is a "strategic department that balances customer satisfaction and profitability." Beyond conventional after-sales support, we build long-term relationships of trust by providing value that exceeds customer expectations, while simultaneously strengthening our revenue base through the expansion of maintenance contracts and paid services. By analyzing customer feedback and usage data obtained on-site and providing rapid feedback to relevant internal departments such as design, manufacturing, and sales, we lead the quality improvement of our products and systems. Another important role is to circulate the insights gained from customer touchpoints throughout the entire company, linking them to the improvement of the overall business competitiveness. Eventually, the role will transcend being a mere support department to also serve as a driver that leads business growth.
Job Description Technical support and troubleshooting to support the stable operation of WES
Investigating causes of occurred troubles, isolation, and implementation of recovery support
Organizing issues and proposing improvements through communication with customers
Promoting defect improvement, patch implementation, and recurrence prevention activities in collaboration with the development team
Proposing maintenance services, creating estimates, and contract management tasks
Continuous improvement activities aimed at increasing customer satisfaction and the value of maintenance services
Requirements Knowledge of operational flows and business processes in logistics sites
Experience in negotiation with customers and problem-solving
Preferred Requirements Experience in any of the following for logistics-related systems (WMS, WCS, TMS, warehouse automation systems, material handling control systems, etc.): introduction, operation, maintenance, support, or development
Experience in after-sales support / technical support for software products
Experience in organizing failure details and appropriately escalating defect reports or improvement requests to the development team
Data analysis using CSV, Excel, etc.
Knowledge of logistics automation equipment such as robots, automated warehouses, and transport equipment
Experience in troubleshooting during nights or holidays
Position Appeal ◎ A key role supporting the stable operation of the latest and most important products
You can be involved from the early stages in building the structure to support the stable operation of "WES (Warehouse Execution System)," the core product supporting our company's next business phase. You can engage in activities that turn "0 into 1."
◎ Ability to play an active role in the company's growth phase
Because it is the timing for strengthening after-sales service, you can be involved in creating new mechanisms and business improvements. It is an environment where you can grow together with the organization.
◎ Ability to be involved in both strategy and the field
Since you can be involved in a wide range of areas, from planning customer response policies and monetization measures to service quality improvement and KPI operation, it is an environment where you can hone your strategic thinking and execution capabilities.
About Mujin Group Mujin is overturning the common sense of industrial automation through its unique robot control technology (Mujin MI) and bringing innovation to supply chains around the world. To respond to intensifying social issues such as the declining working population, heavy labor, and the 2024 logistics problem, Mujin is achieving world-first full automation one after another in industries such as logistics, manufacturing, retail, and distribution. As a result, Mujin has gained high support from domestic and international companies. Since 2024, we have also started a consulting business to support supply chain strategies and mid-to-long-term management strategies, and we are intensifying the development of "total solutions for full automation" that fuse hardware and software. In the automation industry, which is said to be a massive market of approximately 1,000 trillion yen, we aim to be a "prime vendor" in this field and are evolving into a business partner that supports the growth of client companies from both technical and strategic perspectives.
Hiring Company Mujin Inc.
Work Location Tokyo Headquarters
Working Hours ・Flex-time system (Core time: 10:00–15:00) ・Break time: 60 minutes
Holidays and Vacations ・Full five-day work week ・Annual paid leave ・New Year holidays ・Condolence leave ・Nursing care leave ・Maternity leave (100% uptake rate, track record of returning to work) ・Childcare leave (100% uptake rate, track record of returning to work) ・Other holidays according to the company calendar
Probation Period ・6 months (no change in conditions)
Salary ・Monthly salary system ・Evaluation: Twice a year (January, July) ・Bonus: Twice a year (at the same time as evaluation) ・Salary revision: Twice a year (at the same time as evaluation)
Benefits and Welfare ・Casual dress code ・Commuting allowance provided ・Various insurance (Employment, Workers' Accident Compensation, Health, Welfare Pension) ・Mujin's proud daily free lunch buffet ・In-office employee-only gym ・In-office free vending machines (drinks, snacks) ・High-end coffee machine selected by the CTO ・Team dinner system