Logistics System Service Engineer / Supporting over 1,000 robot installations! Lead 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 creating 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 primarily on inventory and location management, WES has the role of controlling robots, automated guided vehicles, sorters, etc., within the warehouse in real-time to optimize 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. An important role is also to circulate the knowledge obtained from customer touchpoints throughout the entire company, linking it to the improvement of the overall business competitiveness. Eventually, you will take on the role of a driver leading business growth, moving beyond being a mere support department.

Job Description

• Technical support and troubleshooting to support the stable operation of WES
• Investigation of causes, isolation, and implementation of recovery support for occurring troubles
• Organizing issues and proposing improvements through communication with customers
• Promoting defect improvement, patch implementation, and recurrence prevention activities in collaboration with the development team
• Proposal of maintenance services, creation of estimates, and contract management tasks
• Continuous improvement activities aimed at increasing customer satisfaction and the value of maintenance services

Required Qualifications

• Knowledge of operational flows and business processes in logistics sites
• Experience in negotiations with customers and problem-solving

Preferred Qualifications

• Experience in any of the following for logistics-related systems (WMS, WCS, TMS, warehouse automation systems, material handling control systems, etc.): implementation, 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 nighttime or holidays

Position Appeal

• ◎ A key role supporting the stable operation of the latest and most important products

You can be involved from the initial stages in building the structure to support the stable operation of "WES (Warehouse Execution System)," our core product that will support 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 a timing of 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 broadly involved in everything 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 skills.

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 worldwide. To respond to serious 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 and has also started a consulting business in 2024 to support supply chain strategies and medium-to-long-term management strategies, while also intensifying the development of "total solutions for full automation" that fuse hardware and software. In the automation industry, which is said to be a huge 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 ・Flextime system (Core time: 10:00–15:00) ・Break time: 60 minutes

Holidays / Vacations ・Full five-day work week ・Annual paid leave ・New Year holidays ・Condolence leave ・Nursing care leave ・Maternity leave (100% uptake rate, history of returning to work) ・Childcare leave (100% uptake rate, history 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 / Welfare ・Casual dress code ・Commuting allowance provided ・Various insurance (Employment, Workers' Compensation, Health, Welfare Pension) ・Mujin's proud daily free lunch buffet ・Employee-only gym installed within the office ・Free vending machines installed within the office (drinks, snacks) ・High-end coffee machine selected by the CTO ・Team dinner system