Customer Front-Office Engineer – Services Center

Location: Tokyo, Japan

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

Present in Japan since 1970, Thales promotes technological innovation and is an active and recognised partner for the development of Japanese infrastructure. Our strategy focuses on strengthening local partnerships and collaborating with key Japanese industrial players to address global needs as we continuously establish a dynamic and skilled workforce.

The Customer Front-Office Engineer provides localized maintenance support to customers, ensuring efficient and timely resolution of technical issues. Based within the Services Center organization, this role is responsible for first-level technical assistance and direct customer interaction.

Responsibilities:

• Deliver front-line technical support and troubleshooting for customer issues, acting as the primary point of contact for Engineering and Quality queries related to Thales products.
• Take ownership of customer-related issues affecting in-service products and systems, providing technical expertise and assistance as required.
• Capture customer queries and expectations, define customer-oriented key performance indicators, develop associated actions, and drive their implementation across relevant teams.
• Provide technical support mainly via emails and calls; occasionally perform onsite service to conduct troubleshooting, fault investigation, repair, rework, and prepare reports related to product issues and maintenance.
• Escalate complex issues to higher-level support or engineering teams as needed, including coordination with Thales Japan Engineers/System Engineers and Business Line/Technical Specialists (mainly in Europe) to convey customer requirements or queries.
• Support communication between customers and BL specialists through interpretation and translation between English and Japanese.
• Maintain detailed records of service activities and customer interactions; collect and analyze incident reports.
• Manage and update technical documentation including test records, drawings, procedures, and incident reports.
• Collect and maintain configurations of Thales installed base equipment.
• Integrate export-control regulations to ensure compliance with export requirements for repaired equipment, spare parts, and technical information sharing.
• Support project managers to ensure timely delivery of goods and services.
• Contribute to knowledge sharing, management, and capitalization within the organization.
• Participate in ongoing training to stay updated on product and technology developments.

Requirements:

• Bachelor’s degree in Mechanical/Electrical Engineering (preferably circuit design and/or testing), or Network/Communication/Software Engineering.
• Minimum of 3 years relevant experience.
• Previous experience in front-line customer support or technical service, preferably within the services or engineering sector.
• Strong communication skills; able to represent the company confidently in front of customers.
• Native proficiency in Japanese and fluency in English (verbal and written) required.
• Willingness to travel within Japan and overseas (duration of 1-2 weeks); opportunity for extended training abroad (3-6 months) on Thales products for specific projects.
• Strong negotiation, problem-solving, and presentation skills; able to engage with various Engineering teams.
• Motivated to take on challenges and see them through to completion.
• Results-driven, deadline-sensitive, organized, and a committed team player.
• Excellent communication and interpersonal skills.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.

Work Environment:

• Based at the Services Center, with frequent interaction with customers either onsite or remotely.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.