Manager, Field Services/フィールドサービスマネージャー

Job Description

Position : Field Service Manager

Location : Tokyo
Here at Thermo Fisher Scientific, our industry-leading scale means unparalleled commercial reach, unique customer access, and a global footprint. Our broad customer base, from research, and clinical to commercial production means you can have a broad and significant impact. All while working in an environment where you will be supported, valued and rewarded for your performance. Join our team with an unmatched depth of capabilities and help our customers tackle some of the world’s toughest challenges.

Summary Position

Leads the Field Service Department of the Service Division at Specialty Diagnostics Group (SDG) and is responsible for optimizing the performance of our products at the customer and formulating and promoting the Strategic Development of the Field Service Department. At the same time, assist the General Manager of the Service Division as appropriate as a member of our People Manager to contribute to the achievement of company goals.

• lead functions such as the East Japan Field Service Gr, West Japan Field Service Gr and service operations that are handled by the Field Service Department of the Service Division, and are responsible for optimizing the performance of our products at our customers (stable operation of equipment, solution of other issues, etc.) by continuously strengthening relationships of trust with customers and related parties within the company, including those within the department.
• Responsible for formulating and promoting the following operations activities.
• Dispatch of the installation, relocation, and removal of equipment and systems, periodic inspection and maintenance, repair work, and the above-mentioned service work (DP: allocation of personnel).
• Feedback of quality-related information (including complaints) and preparation and management of service-related reports (SR: work reports). Technical education for field services (including partner companies). Introduction, operation, and management of tools/ IT infrastructures (ServiceMAX, etc.) required for the operation of servicing operations.
• It is responsible for developing activities in compliance with relevant laws, regulations and compliance.
• Education and thorough compliance with laws and regulations in operations. Quality control in service work. Management and operation of application and change notification and licensing requirements (including DP/SR control) for licenses related to medical device repair business, sophisticated medical device sales business and leasing business (including assignment of managers)
• Appropriately operate field services according to the standard process defined in the current Quality Management System (QMS). In addition, the standard processes are scrutinized as appropriate to identify issues, update them to new processes, and support the documentation required for standard process management. In addition, indicators (Key Performance Indicator) required to evaluate field services operation are established and supervised regularly to appropriately identify and resolve issues. It will also craft and promote human resource development programs tailored to the objectives of field service engineers.
• Strategically formulate, implement, and promote actions to continuously improve customer satisfaction and confidence in the service activities we provide, based on the current internal and external environment and conditions. Promote efficiency of service activities in partnership with related departments. Lead the resources of the Field Services Department (People Management and Cost Management). Formulate and promote training plans for subordinates.
• Assist the Head of the Service Division as appropriate as a member of our People Manager and contribute to the company goals.

Experience and skills required

• More than 10 years of service experience and more than 5 years of management experience in either the in vitro diagnostic, pharmaceutical or medical device industries. Employment and management experience at global companies.
• Logical and critical thinking.
• Build good partnerships with customers.
• Flexible response to environmental changes.
• High commitment and sense of ownership to the goals to be achieved.
• Japanese (Native)
• English ability (reading and writing mandatory, business-level conversation, if any, will be further improved).

Some favorable experience and skills

• Understanding of the promotion code of either the Japan Clinical Laboratory Association (Kyoyaku Association), the Japan Pharmaceutical Manufacturers Association (JPMA), or the Japan Federation of Medical Device Industries and Manufacturers
•  Understand and experience with process-improvement techniques such as PPI, remediation, lean, and Six Sigma.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 125,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory with Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.