Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Sr. Technical Support Specialist, PDX Japan (B6)
Position Summary
The Sr. Technical Support Specialist is responsible for supporting service-related strategies and operational execution to enable sustainable business growth for the PDX business in Japan, in close collaboration with RA/QA, Field Service, Sales, Marketing, and Global Service teams. This role will play a key part in supporting operational readiness for new product launches, optimizing maintenance and inspection processes, and executing after-sales service activities to ensure products perform reliably in the market. In the near term, this position will focus on preparing Japan for the launch and support of new PDX products, especially Optilite. Over time, the role will also support lifecycle management, replacement planning, and expansion of the PDX portfolio in Japan.
Key Responsibilities
1. Launch Readiness and Technical Support
- Support launch readiness activities for new PDX 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.
2. Service Process and Maintenance Optimization
- Coordinate with Global and local stakeholders on preventive maintenance and inspection requirements for PDX 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.
3. Optilite Readiness and Ongoing Support
- Play a central role in preparing Japan for the planned launch of Optilite, including service readiness, process preparation, and operational support.
- Support establishment of the necessary procedures and workflows to ensure stable operation of Optilite systems 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.
4. Portfolio and Lifecycle Support
- Continuously monitor product, market, and service-related information for existing and future PDX 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 PDX portfolio expands in Japan.
- Provide technical input and field feedback to help improve service effectiveness and business planning.
Qualifications
Required
- 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
- 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.
Key Competencies
- Strong cross-functional collaboration
- Customer-oriented mindset
- Hands-on problem solving
- Process improvement and operational discipline
- Ability to work independently with limited supervision
- Clear communication in Japanese and English
- Ability to balance strategic priorities with day-to-day execution
Travel
- Domestic travel as required for customer support, installation, training, and field activities
- Occasional international travel for training or coordination with Global teams
Onboarding / Initial Focus
- Complete required company onboarding and compliance training
- Receive product and service training for relevant PDX products
- Build understanding of Japan market requirements and customer support processes
- Support launch readiness activities for Optilite and related PDX products
- Establish working relationships with key internal stakeholders and Global support teams
