Manager, Field Services/フィールドサービスマネージャー

4日前

Tokyo Thermo Fisher Scientific Full time

ポジション: フィールドサービスマネージャー

勤務地 : 東京

職務概要

スペシャリティ・ダイアグノスティックス・グループ(SDG)のサービス部門フィールドサービス部をリードし、顧客先における当社製品のパフォーマンス最適化、フィールドサービス部の戦略的発展の策定・推進を担う。同時に、ピープルマネージャーの一員としてサービス本部長を適宜補佐し、会社目標の達成に貢献する。

  • 東日本フィールドサービスGr、西日本フィールドサービスGr、サービス本部フィールドサービス部が担当するサービス業務等の機能をリードし、顧客や部内を含む社内関係者との信頼関係を継続的に強化することで、顧客における当社製品の性能の最適化(機器の安定稼働、その他課題の解決等)を担う。
  • 次の業務活動の立案・推進を担当する:機器・システムの据付・移設・撤去、定期点検・保守、修理工事、上記サービス業務の派遣(DP:人員配置)。
  • 品質関連情報(苦情を含む)のフィードバック、サービス関連報告書(SR:業務報告書)の作成・管理。フィールドサービス(協力会社を含む)の技術教育。サービシング業務の運営に必要なツール・IT インフラ(ServiceMAX 等)の導入・運用・管理。
  • 関連法規、コンプライアンスを遵守した活動の展開。
  • 業務における法令遵守の徹底と教育。サービス業務の品質管理 医療機器修理業、高度医療機器販売業、リース業に係る許認可の申請・変更届出・許認可要件(DP・SR管理を含む)の管理・運用(管理者の配置を含む。)
  • 現行の品質マネジメントシステム(QMS)に定められた標準プロセスに従い、フィールドサービスを適切に運用する。また、標準プロセスを適宜精査し、問題点の抽出、新プロセスへの更新、標準プロセス管理に必要な文書化を支援する。さらに、フィールドサービスの運営を評価するために必要な指標(KPI)を設定し、定期的に監督することで、問題の適切な特定と解決を図る。また、フィールドサービス・エンジニアの目的に合わせた人材育成プログラムを作成し、推進する。
  • 現在の社内外の環境・状況を踏まえ、提供するサービス活動に対する顧客満足と信頼を継続的に向上させるための行動を戦略的に立案・実行・推進する。関連部門と連携し、サービス活動の効率化を推進する。フィールドサービス部のリソースをリードする(ピープルマネジメントとコストマネジメント)。部下の育成計画の策定と推進。
  • ピープルマネージャーの一員として適宜サービス部門長を補佐し、会社の目標達成に貢献する。

    • 求められる経験・スキル

  • 体外診断用医薬品、製薬、医療機器のいずれかの業界において、10年以上のサービス経験と5年以上のマネジメント経験。グローバル企業での就業経験、マネジメント経験
  • 論理的かつ批判的思考
  • 顧客との良好なパートナーシップの構築
  • 環境の変化に柔軟に対応できる方
  • 達成すべき目標に対する高いコミットメントと当事者意識をお持ちの方
  • 日本語(ネイティブ)
  • 英語力(読み書きは必須、ビジネスレベルの会話ができればさらに向上させる)

    • 歓迎する経験・スキル

  • 日本臨床検査薬協会、日本製薬工業協会、日本医療機器産業連合会のいずれかの推進規定を理解していること。
  • PPI、レメディエーション、リーン、シックスシグマなどのプロセス改善手法の理解と経験

    • Position : Field Service Manager

    Location : Tokyo

    Here at Thermo Fisher Scientific, our industry-leading scale means unparalleled commercial reach, unique customer access, and a global footprint. Our broad customer base, from research, and clinical to commercial production means you can have a broad and significant impact. All while working in an environment where you will be supported, valued and rewarded for your performance. Join our team with an unmatched depth of capabilities and help our customers tackle some of the world's toughest challenges.

    Summary Position

    Leads the Field Service Department of the Service Division at Specialty Diagnostics Group (SDG) and is responsible for optimizing the performance of our products at the customer and formulating and promoting the Strategic Development of the Field Service Department. At the same time, assist the General Manager of the Service Division as appropriate as a member of our People Manager to contribute to the achievement of company goals.

  • lead functions such as the East Japan Field Service Gr, West Japan Field Service Gr and service operations that are handled by the Field Service Department of the Service Division, and are responsible for optimizing the performance of our products at our customers (stable operation of equipment, solution of other issues, etc.) by continuously strengthening relationships of trust with customers and related parties within the company, including those within the department.
  • Responsible for formulating and promoting the following operations activities: Dispatch of the installation, relocation, and removal of equipment and systems, periodic inspection and maintenance, repair work, and the above-mentioned service work (DP: allocation of personnel).
  • Feedback of quality-related information (including complaints) and preparation and management of service-related reports (SR: work reports). Technical education for field services (including partner companies). Introduction, operation, and management of tools/ IT infrastructures (ServiceMAX, etc.) required for the operation of servicing operations.
  • It is responsible for developing activities in compliance with relevant laws, regulations and compliance.
  • Education and thorough compliance with laws and regulations in operations. Quality control in service work. Management and operation of application and change notification and licensing requirements (including DP/SR control) for licenses related to medical device repair business, sophisticated medical device sales business and leasing business (including assignment of managers)
  • Appropriately operate field services according to the standard process defined in the current Quality Management System (QMS). In addition, the standard processes are scrutinized as appropriate to identify issues, update them to new processes, and support the documentation required for standard process management. In addition, indicators (Key Performance Indicator) required to evaluate field services operation are established and supervised regularly to appropriately identify and resolve issues. It will also craft and promote human resource development programs tailored to the objectives of field service engineers.
  • Strategically formulate, implement, and promote actions to continuously improve customer satisfaction and confidence in the service activities we provide, based on the current internal and external environment and conditions. Promote efficiency of service activities in partnership with related departments. Lead the resources of the Field Services Department (People Management and Cost Management). Formulate and promote training plans for subordinates.
  • Assist the Head of the Service Division as appropriate as a member of our People Manager and contribute to the company goals.

    • Experience and skills required

  • More than 10 years of service experience and more than 5 years of management experience in either the in vitro diagnostic, pharmaceutical or medical device industries. Employment and management experience at global companies.
  • Logical and critical thinking.
  • Build good partnerships with customers.
  • Flexible response to environmental changes.
  • High commitment and sense of ownership to the goals to be achieved.
  • Japanese (Native)
  • English ability (reading and writing mandatory, business-level conversation, if any, will be further improved).

    • Some favorable experience and skills

  • Understanding of the promotion code of either the Japan Clinical Laboratory Association (Kyoyaku Association), the Japan Pharmaceutical Manufacturers Association (JPMA), or the Japan Federation of Medical Device Industries and Manufacturers
  • Understand and experience with process-improvement techniques such as PPI, remediation, lean, and Six Sigma.

    • 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 125,000+ 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.

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