Reports To: Head of APAC Service & Strategy
Position Summary
The Director of Technical Service – Japan serves as the executive leader responsible for defining and executing ASP’s overall service strategy across the Japanese market. Operating at the intersection of commercial growth, operational execution, and customer success, this role owns the Japan Service P&L and leads the transformation of ASP’s service business from traditional field support into a high-margin, value-based commercial growth engine.
As a key member of the regional leadership team, you will oversee field service operations, technical support, service engineering, and spare parts supply chain logistics. You will establish robust governance with distributor and service channel partners, lead cross-functional alignment with commercial, regulatory, and marketing teams, and act as an uncompromising change agent dedicated to driving operational excellence, elevated Net Promoter Scores (NPS), and a strong culture of safety, quality, and continuous improvement.
Duties and Responsibilities
Strategic Leadership & Business Transformation
Develop and execute Japan’s multi-year service strategy in direct alignment with APAC regional priorities and commercial business goals.
Serve as a resolute change agent, driving culture, process, and technology transformations across the service organization.
Lead long-term planning, workforce shaping, and service platform modernization to support evolving hospital, ambulatory surgery center (ASC), and health system needs.
Service P&L & Commercial Growth
Own end-to-end P&L accountability for Japan Service, driving revenue growth, cost optimization, and margin expansion.
Implement value-based pricing models and tiered Service Level Agreements (SLAs), transitioning service contracts into a proactive, recurring revenue driver.
Collaborate with Commercial Leadership to attach service contracts to capital equipment sales and grow service penetration rates across the installed base.
Operational Excellence & Service Delivery
Direct daily execution across Field Service, Technical Support / Escalation Engineering, and Spare Parts Supply Chain Logistics.
Establish and monitor core operational Key Performance Indicators (KPIs), including Equipment Uptime, First-Time Fix Rate (FTFR), Mean Time to Repair (MTTR), and SLA compliance.
Optimize local spare parts inventory levels and distribution networks to balance holding costs with rapid turn-around times.
Partner & Channel Governance
Lead governance frameworks for third-party service channel partners, original equipment manufacturers (OEMs), and local sales distributors.
Enforce rigorous quality standards, service level compliance, and joint business plans across external partner networks.
Customer Centricity & Voice of Customer (VoC)
Champion customer engagement programs to elevate customer satisfaction, brand loyalty, and Net Promoter Scores (NPS).
Establish rapid closed-loop response protocols for customer feedback and escalation cases across healthcare facilities.
Cross-Functional Collaboration & Regulatory Compliance
Partner closely with Commercial, Marketing, Regulatory Affairs, and Quality Assurance teams to support new product launches, product lifecycle management (PLM), and post-market surveillance.
Ensure strict adherence to Japan’s PMDA/MHLW regulatory standards, ASP Quality Management Systems (QMS), environmental health and safety (EHS) guidelines, and global compliance mandates.
Team Leadership, Talent Pipeline & Culture
Lead, mentor, and build a high-performing team of managers, field engineers, and technical support staff.
Create robust succession planning frameworks and technical training curricula for critical service roles.
Foster an organizational culture anchored in safety, quality, accountability, inclusion, and continuous process improvement (Lean / Six Sigma).
Qualifications
Education: Bachelor’s degree in Biomedical Engineering, Electrical/Mechanical Engineering, Healthcare Administration, Business Administration, or a related technical/scientific discipline is preferred.
Language Proficiency: Native fluency in Japanese and professional business fluency in English (written and verbal) are required for cross-regional executive communication.
Industry Focus: Proven leadership track record within Medical Devices, Infection Prevention, Capital Equipment, or Healthcare Technology sectors in Japan.
Knowledge, Skills, Abilities, and Certifications
Technical & Business Acumen
Deep structural understanding of the Japanese healthcare ecosystem, hospital purchasing behaviors, and regulatory environments.
Demonstrated P&L management experience with strong commercial acumen in service pricing, margin optimization, and financial forecasting.
Expertise in managing field service management platforms, ERP (e.g., SAP), and CRM (e.g., Salesforce / ServiceMax) tools.
Leadership & Execution
Proven ability to act as a resolute change agent, leading large-scale cultural and operational transformations in established corporate environments.
Outstanding cross-functional influence skills—able to navigate matrixed global organizations and align localized strategy with regional imperatives.
Customer-obsessed leadership style with a track record of improving NPS and CSAT scores in high-stakes healthcare settings.
Desirable Certifications
Lean Six Sigma (Green Belt or Black Belt) certification.
Certified Business Process Professional (CBPP) or PMP (Project Management Professional) is a plus.
Years of Related Experience
Total Professional Experience: Minimum of 12 to 15+ years of progressive operational and commercial experience within medical device, high-tech capital equipment, or industrial automation sectors.
Leadership Experience: Minimum of 7+ years in senior management/executive roles directly leading direct teams, managing external service channels, and holding P&L responsibility.
Market Experience: Minimum of 5+ years operating directly within the Japan medical device market.
Fortive Corporation Overview
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About Advanced Sterilization Products
ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology.ASP’s mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality. ASP’s products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
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