Area Field Service Manager, Kanto

Primary Responsibilities

• Maximize customer satisfaction while ensuring a safe healthcare environment.
• Collaborate proactively with team members, colleagues, and leadership.
• Deliver service that exceeds customer expectations for healthcare institutions and medical professionals.
• Build, lead, and manage high-performing teams while providing cross-functional leadership.
• Oversee and manage all service operations within the assigned region.
• Drive continuous improvement in service quality and support sustainable business growth in the assigned area.

Essential Duties and Responsibilities

• Manage service calls efficiently and accurately while balancing technical expertise, financial accountability, and resource requirements.
• Handle contract renewals and conduct annual reviews of sterilization and reprocessing facilities.
• Manage field service orders and resource planning.
• Monitor key performance indicators (KPIs) and implement improvement initiatives.
• Oversee field service group budgets, KPI tracking, and monthly reporting.
• Assess team members’ skills and provide direction, guidance, and follow-up as needed.
• Handle and report escalated cases, including customer complaints.
• Provide leadership during the implementation of new services and projects.
• Lead team operations, strategic planning, execution, and resource/budget management.
• Establish high-performance standards and stretch goals while supporting employee growth and development.
• Coach and develop team members, including identifying and mentoring future leadership candidates.
• Manage administrative responsibilities such as HR-related approvals, expense management, attendance tracking, materials management, progress monitoring, data analysis, and reporting.
• Conduct performance reviews.

Required Skills and Experience

• Minimum of 7 years of relevant experience in the medical device industry.
• Strong customer-facing experience with excellent communication and presentation skills.
• At least 3 years of management experience or equivalent leadership capability.
• Proficiency in standard PC applications such as Microsoft Office.
• Native-level Japanese proficiency is required.
• English proficiency required, including advanced reading and writing skills and at least intermediate conversational ability.

Required Education and Training

• Degree in Biomedical Engineering, Electrical Engineering, or a related field preferred.
• Willingness to participate in ongoing training and professional development opportunities.

Working Conditions

• Requires more than 75% travel throughout the year.
• Occasional international business travel required.

Preferred Skills and Experience

• Bachelor’s degree or higher preferred (Master’s degree or MBA is a plus).
• Familiarity with surgical protocols and anatomical terminology.
• Strong motivation to drive change and adapt proactively to evolving business environments.