Technical Support Senior Specialist

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Job details

Company overview

Our client imports and sells allergy and autoimmune diagnostic solutions.

Responsibilities

Main responsibilities:

• Launch Readiness and Technical Support
  • Support launch readiness activities for new products in Japan, including coordination with internal stakeholders, external partners, and Global teams.
  • Help establish and standardize installation, implementation, and service-related processes required for new product introduction.
  • Support technical readiness for customer onboarding, including instrument installation, validation, troubleshooting, and post-installation follow-up.
  • Coordinate with relevant teams on customer IT, LIS connectivity, and site requirements where needed.
  • Support the development of localized service processes and support plans to ensure smooth market introduction and stable customer operations.
• Service Process and Maintenance Optimization
  • Coordinate with Global and local stakeholders on preventive maintenance and inspection requirements for products.
  • Support the development and optimization of maintenance procedures, service workflows, and operational processes for Japan.
  • Contribute to forecasting, procurement, and inventory planning of spare parts required for preventive maintenance and repairs.
  • Ensure appropriate service documentation, operational procedures, and support readiness are in place to sustain product performance in the market.
• Specialized, automated medical analyzer Readiness and Ongoing Support
  • Play a central role in preparing Japan for the planned launch, including service readiness, process preparation, and operational support.
  • Support establishment of the necessary procedures and workflows to ensure stable operation in Japan.
  • Work closely with cross-functional stakeholders to ensure launch preparation is aligned with commercial, regulatory, and operational requirements.
  • Support ongoing technical and service needs for installed systems after launch.
• Portfolio and Lifecycle Support
  • Continuously monitor product, market, and service-related information for existing and future products in Japan.
  • Support lifecycle management activities, including replacement planning and customer communication related to installed systems where applicable.
  • Contribute to building a scalable and sustainable technical support structure as the portfolio expands in Japan.
  • Provide technical input and field feedback to help improve service effectiveness and business planning.

Requirements

Minimum requirements:

• Bachelor’s degree or above in Engineering, Life Sciences, or a related discipline.
• Minimum 5 years of experience in technical support, field service, after-sales service, or related functions within the diagnostics, medical device, or healthcare industry.
• Experience working cross-functionally with commercial, service, and technical teams.
• Business-level English communication skills to collaborate effectively with regional and global stakeholders.
• Native-level Japanese or equivalent communication ability.

Preferred qualifications:

• Experience supporting new product launches in the diagnostics or medical device industry.
• Experience with IVD products, laboratory systems, or clinical chemistry-related instruments.
• Knowledge of installation, maintenance, troubleshooting, and repair processes for analytical or diagnostic systems.
• Strong problem-solving skills and ability to manage multiple priorities in a matrix environment.
• Experience supporting customer-facing technical activities in collaboration with sales and service teams.

Salary

8 - 11 million yen

Location

Tokyo