Customer Support for eVTOL (Japanese/English)

Outline of the Job

This role is responsible for leading the design, establishment, and implementation of the foundational customer support infrastructure, operational processes, and systems leading up to Entry Into Service (EIS). Once the infrastructure is established, the role will transition into overseeing day-to-day customer support operations, managing field services, and ensuring continuous service quality for both domestic and international customers.

Key Responsibility

• Lead the design and establishment of the foundational customer support infrastructure, including internal workflows for inquiries, web portals, and parts/GSE supply systems.
• Define and prepare the minimum required business processes and operational documentation for a successful Entry Into Service (EIS).
• Set up the framework for technical inquiry management and aircraft delivery processes, and provide ongoing support once established.
• Collaborate with cross-functional teams to establish training programs and prepare maintenance/operation manuals for crews and technicians.
• Provide support to answer customer queries, including technical inquiries and complaints, acting as the primary liaison for domestic and international customers.
• Design and present KPI dashboards for upper management decision processes.
• Oversee field operations and conduct continuous assessments of deliverables to minimize disruptions and maintain quality levels.

Essential Skills

• Experience in the aviation industry (drones, aircraft, helicopters) within maintenance, flight operations, aircraft delivery, operational engineering, or customer support.
• Project management skills with a track record of driving cross-functional initiatives.
• Strong communication skills to cooperate with external parties, including competent authorities.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Google Workspace (Sheets, Slides).

Desirable Skills

• Bilingual proficiency: Advanced or fluent in both English and Japanese.
• Prior experience in an Entry Into Service (EIS) program.
• Knowledge of continuous improvement processes (e.g., Lean Manufacturing).

Type of Employment

• Permanent Employee or Contract Employee
• Probationary period: 3~6 month

Place of Employment

• Tokyo Office - SPACES Shinagawa , Shinagawa East One Tower 7th Floor, 2-16-1, Konan, Minato-ku, Tokyo
  • Measures to Prevent Secondhand Smoke: Not Available
• Nagoya Airport Office: Nagoya Airport Terminal Building 2nd floor, Toyoba, Toyoyama-Cho, Nishikasugai, Aichi Prefecture
  • Measures to Prevent Secondhand Smoke: Smoking Room Provided
• Your initial work location will be determined based on your preference.
  • If your initial work location is the Tokyo Office, you will basically work remotely.
• Travel may be required if necessary.
• Scope of Change: Places determined by the Company (including places where telework is performed)

Working Hours

• Flextime or Discretionary labor system
  • In the case of flextime: No core time
  • Discretionary Labor System: Specialized Class Deemed working hours per day: 10 hours
• Basic working hours: Start 9:00　End 18:00（Including 1hour break time）
  • Overtime Work: Available

Holidays

• 115 days off per year（Saturday / Sundays / Newyear holidays（12/29～1/3） / Company designated holidays）
• Annual paid leave
• Refresh leave (Granted after 1, 3, 4, 5 years of service)

Salary

• Estimated Annual Salary: JPY 6,850,000 - JPY 11,500,000
• Monthly Salary: JPY 571,000- JPY 959,000
  • Includes fixed overtime pay for 45 hours, amounting to JPY 197,680- JPY 331,997
    *Additional overtime pay will be provided for hours exceeding the fixed overtime.
• To be determined based on skills, experience, and abilities

Expenses

• Commuting allowance, business trip allowance, moving allowance, etc.
• Relocation Packages
  *There are some conditions.

Social Insurance

• Health insurance
• Employee pension (according to Japan standards)
• Employment insurance
• Worker’s accident compensation insurance

Scope of Work Change

• Reassignment may occur to any other work.