18170 Customer Service Engineer
・Provide device expertise, training and support to clinical sites, healthcare providers and the staff as required.
・Develop and provide service education programs to sales teams and other departments.
・Handle customer interactions via telephone, cases/emails and in person as required.
・Support product upgrade activities for the company and customers.
・Document all inquiries and customer-reported problems in CRM database.
・Develop and maintain a technical knowledge of the company’s portfolio.
・Quickly and effectively consult with healthcare providers to provide exceptional and quality
customer service care through detail-orientation and process to deliver measurable results.
・Become the “voice of the customer”, by providing feedback and suggestions to the company’s product management and engineering teams on product/product support.
・Works closely with product management and customers to understand the customers’ experience particularly with respect to technical issues.
・Hold Monthly meetings with Product Managers (PM) and all clients. Assess the quality of these meetings. Improve PM & client satisfaction of these meetings. Demonstrate satisfaction increase with data.
・Respond to customers on technical issues associated with complaints and investigations including writing and delivering customer focused reports. Must present data demonstrating improvement in: 1. Complaint initial response time, 2. Investigation time, Complaint closure time.
・Work with product managers and sales to improve quality perception of the products. Provide regular training on service related issues both in Japan and outside of Japan.
・Review product performance feedback to rapidly react to emerging issues and escalate appropriately. Have regular meetings with end users weekly if possible, monthly at a minimum. Provide quantitative feedback from end users on all areas of product performance.
・Provide feedback to customer service, global complaints, design and manufacturing teams,
and product managers. Present the data collected at the end of every quarter to the various
・Develop local tools to assist customer service and technical services. Prepare these tools for
sales to use.
・Some travel to customer location to assist with investigation of quality issues will be required.
・The goal will be several meetings with end users per month. The visits must be quantified.
・Ensure the implementation of the health and safety management system within the areas of
responsibility and to monitor the health and safety performance of direct reports.
・Degree-qualified in a technical discipline
・At least 5 years working experience in a customer service/technical support experience/field service experience and/or quality assurance role ideally in the medical device industry or
・Excellent written and verbal communication skills (English and Japanese)
・Proven ability to work with global stakeholders to achieve positive business outcomes
・Ability to effectively interact and maintain professionalism with customers at all levels via phone, email and in person.
・Ability to adjust communication style to effectively communicate with different customer types.
・Ability to effectively problem-solve device issues and manage customer expectations.
・Frequent travel is required.
・Experience with Salesforce, ServiceNow or other cloud CRM will be a plus.