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Updated 2025-04-07
Activated 2025-04-07
Activated 2025-04-07
Customer Support Director at a top pathology solutions firm.
| This posting is managed by: | Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社 |
|---|---|
| Company Name | Company is not publicly visible |
| Job Type |
 |
| Industry | Medical/Healthcare Services |
| Location |
Asia
Japan
Tokyo
|
| Job Description |
Customer Support Director to lead and transform our service operations, working closely with Field Service, Marketing, and Sales teams. This is a unique opportunity to make a meaningful impact by enhancing customer experience, optimizing workflows, and driving profitability in the service business. Description * Drive Strategy & Execution: Develop and execute a strategic service growth plan to enhance revenue and profitability. * Enhance Customer Experience: Ensure prompt responses to inquiries and complaints, delivering a best-in-class customer experience. * Optimize Processes & Efficiency: Improve workflows within the Customer Support Department to increase Field Service Engineer (FSE) utilization and productivity. * Boost Service Performance: Identify opportunities to enhance service margins, create improvement plans, and lead implementation. * Inventory & KPI Management: Oversee service inventory levels, turnover rates, and fill rates while tracking and analyzing key performance indicators (KPIs) weekly and monthly. * Data-Driven Decision Making: Utilize historical service data to assess instrument conditions and determine the optimal service level. * Team Leadership: Support and manage customer support associates, including service administrators. Profile * A self-starter with a strong sense of integrity and a customer-first mindset. * A proven track record (5+ years) in the medical or life sciences industry. * Experience leading cross-functional teams and driving operational improvements. * Business-level English communication skills (preferred). * Hands-on experience with SAP and Salesforce (SFDC) is a plus. Job Offer * Purpose-Driven Mission - Be part of a company dedicated to advancing cancer diagnostics and improving lives. Your work directly contributes to better patient outcomes and groundbreaking medical innovations. * Global Impact - Join a team that operates worldwide, serving healthcare professionals, researchers, and labs across the globe. You'll be part of a company that shapes the future of pathology and precision medicine. * Innovation at the Core - Work with cutting-edge digital pathology, AI-driven solutions, and state-of-the-art laboratory automation. This is a place where science and technology come together to revolutionize diagnostics. |
| Company Info | The client is a global leader in developing and manufacturing pathology solutions, specializing in workflow automation and innovative diagnostic technologies. It provides a comprehensive range of products, including advanced microscopes, digital pathology systems, and laboratory instruments designed to improve the efficiency and accuracy of cancer diagnostics. With a strong focus on innovation and precision, the company serves clinical, research, and industrial laboratories worldwide. It is part of a larger corporate group known for its expertise in scientific and medical technologies. |
| English Level | Business Conversation Level (TOEIC 735-860) |
| Japanese Level | Fluent(JLPT Level 1 or N1) |
| Salary | JPY - Japanese Yen JPY 13000K - JPY 15000K |
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Recruiter
Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
