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About the Role

Getinge's mission is to deliver life-saving technology to more people. To deliver value to customers and ultimately save lives, we need teamwork, forward-thinking, and game-changing colleagues. Are you looking for an inspiring career? It's here.

Responsibilities

Provide customer and external (contractors, agents) support.
Own regular meetings and reporting sessions with assigned hospitals.
Create customer reports (complaints).
Handle on-site visits and apologies during customer complaints.
Analyze and resolve issues occurring in the assigned area and facilities.
Prepare and submit quotations for repair, inspection, maintenance, and upkeep work.
Prepare, submit, and secure proposals for inspection and maintenance contracts.
Identify needs and propose solutions in the assigned area and facilities.
Propose and manage maintenance schedules in the assigned area and facilities.
Track budget application status and progress for maintenance proposals in the assigned area and facilities.
Propose equipment upgrades considering lifespan and EOS.
Coordinate field personnel.
Request work from external (cooperative) vendors.
Build and strengthen collaboration with agents and external (cooperative) vendors.
Handle callbacks from the call center.
Coordinate on-site visits for call center contacts.
Continuously monitor the safety of installed equipment.
Monitor the proper and correct operation of installed equipment.
Respond to customer requests regarding equipment maintenance. Execute solutions determined by the manager as necessary.
Provide EOS information.
Build good relationships with customer representatives through technical service provision.
Handle and escalate customer complaints.
Collect and report product quality issues.
Distribute questionnaires.
Utilize Service Now for inquiries and collaboration with the global technical team.
Manage and operate inventory for assigned departments in the office.
Manage replacement machines in the assigned area.
Manage maintenance contract status in the assigned area.
Manage Install Base (Warranty/EOS) in the assigned area.
Manage repair areas (assigned departments) in the office.
Handle and manage calibration of measuring equipment.
Manage customer accounts in the assigned area (budget application timing).
Collaborate with sales or marketing departments to explain product usage to customers during product introduction.
Process sales for repairs and inspections.
Report sales and grasp maintenance status for assigned facilities.
Record and create service reports for repair, inspection, maintenance, and upkeep work, and store them.
Manage loaner items (company car, tools, mobile phone, laptop, printer, pocket Wi-Fi, etc.).
Execute action plans and procedures established by the manager to achieve sales targets and secure maintenance contracts.
Manage inventory of assigned service parts.
Propose operational improvements for business process enhancement.
Propose updates for own products.
Understand customer needs and propose solutions.
Share information about users of own products with the assigned sales representative.
Propose and complete sales of consumables and accessories.
Develop strategies for the assigned RC.
Manage RF figures for the assigned RC.
Develop strategies for the assigned area.
Manage RF figures for the assigned area.
Support area manager duties (sales, labor management).
Support colleagues and other areas.
Plan, execute, and monitor project cases.
Collaborate with, execute, and manage sales and marketing activities.
Create, explain, and execute technical documents.
Educate external (cooperative) vendors.
Educate and develop new employees.
Coordinate facility meetings for equipment delivery and installation.
Confirm appropriate equipment placement and facility confirmation in proposal drawings.
Perform equipment delivery and installation work.
Complete the basic training for responsible technical personnel in the repair business (Divisions 1, 3, 5).
Perform and create records for delivery, installation, trial run adjustment work, and installation confirmation.
Respond to requests for support from other RCs.
Perform repairs and inspections of equipment handled.
Obtain certificates for equipment handled.
Perform repair and inspection work under the guidance of senior engineers.
Support delivery, installation, trial run adjustment work, and creation of installation confirmation records.
Perform maintenance work in accordance with required procedures.
Understand the proper use of Oxando.
Perform duties according to procedures and items required for business maintenance under the direction of the responsible technical personnel for the repair business.
Plan and implement training schedules.
Prepare and provide training materials.
Provide and share the latest information such as Service Bulletins and Technical News.
Support and manage customers and engineers through troubleshooting.
Manage training schedules for the jurisdiction office.
Educate and manage engineers in the jurisdiction office regarding the repair business.
Manage repair-related documents in the jurisdiction office (repair reception records, service reports, checklists, calibration records).
Manage and guide the repair business area in the jurisdiction office.
Fulfill the responsibilities of the responsible person for the repair business as described in the Pharmaceuticals and Medical Devices Act.

Requirements

Associate's degree/Bachelor's degree or higher (High school diploma acceptable depending on experience and skills).
Valid Japanese Driver's License (Class 1 Ordinary vehicle).
Experience in field service engineering, sales engineering, or technical support is preferred.

Skills

Project planning, execution, and monitoring
Collaboration with sales and marketing
Technical documentation creation
External vendor education
New employee training and development
Facility coordination for equipment installation
Equipment placement and facility confirmation
Equipment delivery and installation
Repair business responsible technician training
Delivery, installation, and adjustment work
Support for other RCs
Equipment repair and inspection
Equipment certification acquisition
Repair and inspection under senior engineer guidance
Maintenance procedures
Oxando usage
Repair business procedures
Training schedule planning and implementation
Training material preparation
Information sharing (Service Bulletins, Technical News)
Troubleshooting
Training schedule management
Repair business education
Repair business document management
Repair business area management
Responsible technician duties
English proficiency (TOEIC: JG x 120 points)

Location

Japan

Work Type

Full-time

Experience Level

Entry-level to Mid-level (implied by C-5 to A-1 responsibilities and requirements)

Education Level

Associate's degree
Bachelor's degree
High school diploma (conditional)

About the Company

Getinge aims for everyone to receive the best possible care, everywhere. We provide products and solutions that improve clinical outcomes and optimize workflows for hospitals and life science facilities. Our areas of expertise include intensive care, cardiovascular surgery, operating rooms, sterile reprocessing, and life sciences. Getinge has over 12,000 employees worldwide, and our products and solutions are used in more than 135 countries.