Technical Service Manager/ SLS_Life Science (Tokyo)

Posted 12 Dec 2022

Tokyo, Tokyo - Japan

Req Id 259050


Work Your Magic with us!

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.


Position: Technical Service Manager

Location: Tokyo

Report to: Head of Customer Excellence

Direct reports: 17


The Role:



  • Direct and manage all aspects of the Technical Service function for responsible Science and Lab Solutions products.
  • Integrate process improvement methodology into all aspects of the team responsibilities.  Lead, coach and manage the tech service team to achieve maximum efficiency, and to achieve individual and overall business goals.
  • Transform the Tech Service team to act as field scientists to support application development of customers. Manage day-to-day inquiries by phone, mail and SNS from customers in a timely fashion with technical expertise.
  • Partner and manage the relationship with sales, marketing and relevant functions to effectively collaborate with them, aiming at increasing service level toward customers and growing revenue in long-term.


Essential Job Functions

  • Direct and manage all aspects of the Technical Service function for responsible Science and Lab Solutions products.
  • Day to day technical inquiries resolution, using technical expertise/knowledge of team members, and global network/infrastructure.
  • Lead generation based on inquiries from customers and jointly nurture leads with responsible sales team.
  • Work closely with sales and marketing to provide best-in-class technical service and consultation.
  • Handle Quality Claims/Complaints in a timely manner.
  • Support and offer differentiated services toward Key Accounts.
  • Lead customer satisfaction survey for both internal and external customers.
  • Expand usage of digital technologies for efficiency and better customer experience.
  • Utilize Shared Business Service function in India for efficiency.



 Act as a change agent to realize transformation of Technical Service with digital solutions and improve customer experiences.  Lead Technical Service commercialization.


Who you are:


Basic Qualifications

  • B.S. in Chemistry, Biology, or Biological Sciences. MS or PhD in the same fields desirable.
  • Min. 3 years of Technical Service experience or equivalent (such as marketing, customer service, sales/technical sales etc. customer facing experience in BtoB environment with qualified technical knowledge mentioned in above).
  • Management experience to lead a team of >5 (People Manager experience Must to Have.)
  • Native level in Japanese and business above in English (Sufficient English literacy to communicate with global sites and colleagues (TOEIC score > 700); able to make presentations.).
  • Experience in life science, pharmaceutical, chemical industry preferable.


 Knowledge and Skills

  • Strategic mind set, Ability to influence and Business acumen
  • Demonstrated and proven ability to partner with cross functional leadership to define the optimal business and customer solution to drive above market growth
  • Strong customer affinity and knowledge
  • Experienced in leading and inspiring teams, within both face to face and virtual environment
  • Strong networking skills externally and internally
  • Strong commercial expertise and experienced in operational sales & marketing activities
  • Team oriented, with strong communication & interpersonal skill
  • Proven track record of delivering results & meeting commitments
  • Able to manage conflicts and ability to lead critical discussions.


Recruiting contact: Fang LIU

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of our diverse team!

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