Customer Support Engineer

This role will start as a remote position under an EOR arrangement, with a transition to on-site work and direct employment in the future.

Job Overview

This frontline customer support role covers both end-user (B2C) and business partner (B2B) support. The incumbent will manage local after-sales tickets, deliver training to agents, provide exhibition support, arrange spare parts shipments for Creality products.

Key Responsibilities

1.B2C End-User Technical Support

Serve as the primary local technical contact for Japanese customers via phone, email and online chat. Independently diagnose product faults, resolve technical issues and customer complaints, and deliver standardized after-sales solutions with native Japanese and localized communication logic. Record and close all service tickets, regularly summarize recurring product failures and user pain points, and feedback optimization suggestions to the HQ teams. Maintain and iterate the localized FAQ knowledge base to improve overall customer support efficiency and satisfaction.

2. B2B Partner & Field Technical Support

Provide professional on-site technical support for Japan regional exhibitions and offline activities, including product demonstration, equipment commissioning, on-site fault diagnosis and technical consultation.

Deliver systematic product and after-sales technical training for local distributors, popularize standardized after-sales SOPs, and solve daily technical and after-sales problems raised by partners.

Review components applications from distributors and end users, complete shipment arrangement, logistics tracking and daily inventory management of after-sales accessories.

3.Daily Coordination & Reporting

Liaise closely with China headquarters team, regularly submit after-sales data reports, customer feedback and market competitor information. Complete other temporary local technical support, after-sales tasks and other tasks assigned by the superior.

Job Requirements

• Native Japanese proficiency, familiar with local business communication etiquette; basic business English reading and writing skills for daily email communication with China team.

• At least 3 year of technical support or after-sales service working experience in Japan; candidates with 3C hardware, printer technical after-sales experience are preferred.

• Basic hands-on hardware operation capabilities, able to complete electronic equipment disassembly, fault inspection and parts replacement independently.

• Possess independent technical troubleshooting and customer complaint handling abilities, strong learning adaptability, able to quickly master 3D printer structural principles and common fault solutions.

• Willing to take short-term business trips in Japan for exhibition support and offline technical services.

Preferred

• Have working experience in the 3D printing industry, proficient in the structure and common faults of FDM and resin 3D printers.

• Have practical experience in distributor technical training and exhibition on-site technical support.

• Familiar with Japanese local consumer after-sales policies, e-commerce after-sales rules and related industry regulations.