|部署・役職名||Field Service Manager/Diagnostics|
As a member of Customer Experience ＆ Field Service in Japan, the Manager of
Diagnostic Field Service takes the responsibility for managing the Field Service Engineers of
FSE organization management
FSE dispatch scheduling in order to meet customer expectations.
Set proper goals for each FSE and have one on one meeting regularly in order to coach
and educate FSE to achieve the goals.
Keep FSE’s company engagement and employee satisfaction with high level.
Develops ＆ implements highly effective organizational structure to support internal ＆
external customers, partners ＆ distributors.
Arrange proper FSE trainings with TSE.
Customer call center management
Develops, implements ＆ manages telephone coverage with on－site response to customers.
Manage the outsource customer call canter.
Controls documentation to ensure accuracy ＆ effectiveness of troubleshooting.
Ensures the integrity of the customer master database in the CRM.
Determines department and individual metrics （KPI） measurement
Customer satisfaction and complaint management
Escalate customer complaints in a timely manner and close the cases working with
technical support and other necessary resources to ensure positive customer experiences.
Visit customer sites with Sales in order to improve customer satisfaction.
Service contract management
Service contract renewals
Promote service contract sales.
Sales and cost management
Develops department budget, monitor expense records ＆ ensure compliance.
Develops ＆ implements internal programs ＆ processes for workflow improvement and
Develops ＆ implements continuous quality improvement processes and works with
global engineers and technical support.
Participates in the selection of IT ＆ facilities solutions.
【必須（MUST）】Skills and Experience
Strong Interpersonal skills
Business Level English
Microsoft, Excel and Word skills
Advanced knowledge of mechatronics equipment, and contracting in healthcare /
diagnostics knowledge of principles ＆ practices of budget preparation ＆ administration.
Bachelor degree or above.
12－15 year related experience and at least 2－3 year management experience