Technical Service Manager/テクニカルサービスマネージャー

Job Description

Technical Services Manager (Japan)

At Thermo Fisher Scientific, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life – To enable our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies.

Our work in specialty diagnostics – from providing diagnostic assays and instruments to clinical monitoring across disease stages – improves the diagnosis and management of blood cancers and immune system disorders. Your determination to put patients at the heart of every decision will improve health outcomes that people and communities depend on – now and in the future.  

Location/Division Specific Information

The Binding Site Group, a part of Thermo Fisher Scientific, is a global leader in specialty diagnostics, provides diagnostic assays and instruments to improve the diagnosis and management of blood cancers and immune system disorders.  The Binding Site’s Freelite® offering is widely recommended for multiple myeloma diagnosis and monitoring across all stages of the disease by major clinical guideline publications. In addition, The Binding Site is an active and influential contributor to the broader scientific community. To find out more visit www.bindingsite.com and or contact the recruiter TBC.

Discover Impactful Work:

The Technical Services Manager is responsible for leading a team of Field Service Engineers, Applications Specialists and Customer Support with the goal to provide best-in-class service to our network of laboratory customers. The Technical Services Manager will work closely with local Sales, Marketing and the Global Service team to execute service strategies that enable continued growth.

A day in the Life:

• Lead a team of field service engineers, applications specialists and customer services to deliver a best-in-class service to the customer and a competitive advantage for the business.
• Manage the successful execution of the systems installation planning, preventive maintenance (PM) scheduling and hardware & software updates.
• Ensure that the team are providing timely and effective support and service for customers in-line with contractual service agreements to maximize instrument uptime.
• Support our business by understanding and acting on operational performance metrics (KPI’s), installed equipment performance and local service costs.
• Build a technical services structure to support our customers by leading recruitment efforts, developing a talent pipeline and provide coaching and mentoring to employees.
• Establish customer relationships and support laboratory sales colleagues to develop business opportunities with our customers.
• Maintain accurate records of spare parts, ensuring parts are used appropriately and managed cost-effectively.

Keys to Success:

Education

• Higher level qualification in an engineering or life science subject (or relevant experience)

Experience

• At least 5 years of technical customer service experience in in the Diagnostics/Medical Devices industry
• Previous experience leading field-service teams is desirable.

Knowledge, Skills, Abilities

• Knowledge of IVD/clinical chemistry systems
• Demonstrated customer-centricity with proven ability to build customer relationships
• Proficient in data analysis (KPIs) and adaptable communication methods to reach and engage internal and external stakeholders

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 100,000+ 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.