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About the Role

The Director of Technical Service – Japan is responsible for defining and executing ASP’s overall service strategy in the Japanese market. This executive leadership role oversees the Japan Service P&L, driving transformation from traditional field support to a value-based commercial growth engine. The position involves managing field service operations, technical support, service engineering, and spare parts logistics, while fostering strong governance with partners and cross-functional alignment to achieve operational excellence and customer satisfaction.

Responsibilities

Develop and execute Japan’s multi-year service strategy aligned with APAC regional priorities and commercial goals.
Act as a change agent to drive culture, process, and technology transformations within the service organization.
Lead long-term planning, workforce shaping, and service platform modernization.
Own end-to-end P&L accountability for Japan Service, focusing on revenue growth, cost optimization, and margin expansion.
Implement value-based pricing models and tiered Service Level Agreements (SLAs) to drive recurring revenue.
Collaborate with Commercial Leadership to attach service contracts to capital equipment sales and increase service penetration.
Direct daily execution of Field Service, Technical Support/Escalation Engineering, and Spare Parts Supply Chain Logistics.
Establish and monitor Key Performance Indicators (KPIs) such as Equipment Uptime, First-Time Fix Rate (FTFR), Mean Time to Repair (MTTR), and SLA compliance.
Optimize local spare parts inventory and distribution networks.
Lead governance frameworks for third-party service channel partners, OEMs, and distributors.
Enforce quality standards, service level compliance, and joint business plans with external partners.
Champion customer engagement programs to improve customer satisfaction, brand loyalty, and Net Promoter Scores (NPS).
Establish rapid closed-loop response protocols for customer feedback and escalations.
Partner with Commercial, Marketing, Regulatory Affairs, and Quality Assurance teams for new product launches and lifecycle management.
Ensure adherence to Japan’s PMDA/MHLW regulatory standards, ASP Quality Management Systems (QMS), EHS guidelines, and global compliance mandates.
Lead, mentor, and build a high-performing team of managers, field engineers, and technical support staff.
Create succession planning frameworks and technical training curricula.
Foster an organizational culture of safety, quality, accountability, inclusion, and continuous improvement.

Requirements

Bachelor’s degree in Biomedical Engineering, Electrical/Mechanical Engineering, Healthcare Administration, Business Administration, or a related technical/scientific discipline is preferred.
Native fluency in Japanese and professional business fluency in English (written and verbal) are required.
Proven leadership track record within Medical Devices, Infection Prevention, Capital Equipment, or Healthcare Technology sectors in Japan.
Deep structural understanding of the Japanese healthcare ecosystem, hospital purchasing behaviors, and regulatory environments.
Demonstrated P&L management experience with strong commercial acumen in service pricing, margin optimization, and financial forecasting.
Expertise in managing field service management platforms, ERP (e.g., SAP), and CRM (e.g., Salesforce / ServiceMax) tools.
Proven ability to act as a change agent, leading large-scale cultural and operational transformations.
Outstanding cross-functional influence skills to navigate matrixed global organizations and align localized strategy with regional imperatives.
Customer-obsessed leadership style with a track record of improving NPS and CSAT scores.
Minimum of 12 to 15+ years of progressive operational and commercial experience within medical device, high-tech capital equipment, or industrial automation sectors.
Minimum of 7+ years in senior management/executive roles directly leading teams, managing external service channels, and holding P&L responsibility.
Minimum of 5+ years operating directly within the Japan medical device market.

Skills

Service Strategy Execution
P&L Management
Commercial Growth
Operational Excellence
Customer Success
Change Management
Field Service Management
Technical Support
Spare Parts Logistics
Partner Governance
Cross-functional Collaboration
Regulatory Compliance
Team Leadership
Talent Development
Continuous Improvement (Lean / Six Sigma)
Value-Based Pricing
Service Level Agreements (SLAs)
Key Performance Indicators (KPIs)
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
ERP Systems (SAP)
CRM Systems (Salesforce / ServiceMax)
Field Service Management Platforms

Location

Japan

Work Type

Full-time

Experience Level

Director
Senior Management
Executive

Education Level

Bachelor's Degree Preferred

About the Company

Fortive Corporation is a global industrial technology innovator focused on accelerating transformation in areas like environmental compliance, industrial monitoring, product design, and healthcare safety. They lead with software-powered workflow solutions, data-driven intelligence, and AI-powered automation. Fortive fosters a dynamic, inclusive culture with opportunities for learning and growth, utilizing the Fortive Business System (FBS).
ASP is a leading global provider of sterilization and disinfection solutions, pioneering low-temperature hydrogen peroxide sterilization technology. Their mission is to protect patients by supporting healthcare facilities in preventing hospital-acquired infections. ASP products, including the STERRAD system, are sold globally.

Equal Opportunity

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. They value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities.