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Customer Support Director at a top pathology solutions firm.

Tokyo 23 Wards 外資系企業 ¥13,000,000 - ¥14,500,000 per year Foreign Multinational View Job Description
Customer Support Director to lead and transform our service operations, working closely with Field Service, Marketing, and Sales teams. This is a unique opportunity to make a meaningful impact by enhancing customer experience, optimizing workflows, and driving profitability in the service business.
  • Work flexibility style including remote working and flex-hours.
  • Senior level career growth opportunities within the company or parent company

About Our Client

The client is a global leader in developing and manufacturing pathology solutions, specializing in workflow automation and innovative diagnostic technologies. It provides a comprehensive range of products, including advanced microscopes, digital pathology systems, and laboratory instruments designed to improve the efficiency and accuracy of cancer diagnostics. With a strong focus on innovation and precision, the company serves clinical, research, and industrial laboratories worldwide. It is part of a larger corporate group known for its expertise in scientific and medical technologies.

Job Description



  • Drive Strategy & Execution: Develop and execute a strategic service growth plan to enhance revenue and profitability.


  • Enhance Customer Experience: Ensure prompt responses to inquiries and complaints, delivering a best-in-class customer experience.


  • Optimize Processes & Efficiency: Improve workflows within the Customer Support Department to increase Field Service Engineer (FSE) utilization and productivity.


  • Boost Service Performance: Identify opportunities to enhance service margins, create improvement plans, and lead implementation.


  • Inventory & KPI Management: Oversee service inventory levels, turnover rates, and fill rates while tracking and analyzing key performance indicators (KPIs) weekly and monthly.


  • Data-Driven Decision Making: Utilize historical service data to assess instrument conditions and determine the optimal service level.


  • Team Leadership: Support and manage customer support associates, including service administrators.



The Successful Applicant



  • A self-starter with a strong sense of integrity and a customer-first mindset.


  • A proven track record (5+ years) in the medical or life sciences industry.


  • Experience leading cross-functional teams and driving operational improvements.


  • Business-level English communication skills (preferred).


  • Hands-on experience with SAP and Salesforce (SFDC) is a plus.



What's on Offer



  • Purpose-Driven Mission - Be part of a company dedicated to advancing cancer diagnostics and improving lives. Your work directly contributes to better patient outcomes and groundbreaking medical innovations.


  • Global Impact - Join a team that operates worldwide, serving healthcare professionals, researchers, and labs across the globe. You'll be part of a company that shapes the future of pathology and precision medicine.


  • Innovation at the Core - Work with cutting-edge digital pathology, AI-driven solutions, and state-of-the-art laboratory automation. This is a place where science and technology come together to revolutionize diagnostics.



Contact
Adam Petch
Quote job ref
JN-042025-6707575
Phone number
+81 3 6832 8611

Job summary

Function
Customer Service
Specialisation
Sales Order Processing
Specialisation
Healthcare / Pharmaceutical
Location
Tokyo 23 Wards
Job Type
Permanent
Consultant name
Adam Petch
Consultant phone
+81 3 6832 8611
Job Reference
JN-042025-6707575
Company Type
Foreign Multinational

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.