•Responsible for installing, troubleshooting, upgrading and maintaining products/equipment.
•Compliance － Adhere to procedures and protocols outlined by the Global Service and Training （GST） organization and the company.
•Provide Customer Service – Respond to customer inquiries and complaints, participate in customer site evaluations, upgrade hardware, software or assay, perform training, execute product installations, conduct preventive maintenance, and provide ongoing service and support for all equipment at the customer facility and via telephone.
•Escalation of Customer Needs － Escalation of potential instrument and component quality issues via the escalation process.
•Maintain correct inventory level required to maintain and repair instrumentation and replace parts.
•Ensure instrumentation is in compliance with regulatory requirements and quality control standards
•Conduct advanced troubleshooting to repair, test and qualify instruments
•Provide support to customers as per Service Level Agreements （e.g. 24/7 support at 24 hours notifications）
•Field Service Engineer will perform preventive maintenance, upgrades, pre－site evaluations and unscheduled visits to instrument sites
•Identify and make recommendations, where appropriate, for improvements to products, functions, and processes
•Work collaboratively with Application Specialists to resolve quality issues and assist in the effective resolution of customer issues.
•The position requires independent work and therefore the candidate must be self－motivated, self－directed and highly productive
•Work hours availability must be flexible to meet customer needs.
Certificate or Degree in Electronics, Science or other equivalent qualification
Native level verbal and written business communication in Japanese.
Good communication and presentation skills in English preferred.
Ability to read, understand and write technical information in English is required
・Minimum of 5－10 year’s experience related experience in service/technical support environment
Experience in supporting highly complex diagnostic equipment and assays in a medical or clinical laboratory environment, blood screening center or an equivalent facility will be an added advantage.
・Organizational, presentation and record keeping skills
・Ability to communicate in English both verbally and Written （preferred）
・Solid computer skills, excellent command in Microsoft Windows XP ＆ 7 and the Microsoft Office Suite （Word, Excel, PPT）
・Understanding of proper use and operation of electronic testing equipment
・Ability to interface with internal and/or external customers
・Willingness to travel which may include travel within country or overseas as needed and may sometimes be on short notice.
・Satisfactory state and national police clearance as required by local regulation
・Willingness to undergo regular medical checks to ensure the FSE is fit for the role.
・Work hours are flexible, not conforming to a standard 40 hour work week; candidate must be accessible for contact by phone and cover rotations for weekend/holiday on－call. Candidates will work from a company office or home office as required.
【歓迎（WANT）】・Background / Experience in working in a medical diagnostics laboratory, or blood bank will be an additional advantage.