Customer Support Director

Leica Biosystems’ mission of “Advancing Cancer Diagnostics, Improving Lives” is at the heart of our corporate culture. We’re a global leader in cancer diagnostics with the most comprehensive portfolio from biopsy to diagnosis. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. Our associates know that every moment matters when it comes to cancer diagnostics. When you come to work, you’re helping develop solutions that enable accurate diagnoses to turn anxiety into answers. Join our diverse, global team of talented people, and be inspired to grow every day.

Leica Biosystems is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges. 

The Customer Support Director role for Leica Biosystems is responsible to be in collaboration with Field Service, Marketing and Sales department, develop strategies and manage progress towards sustainable revenue growth and profitability improvement of the service business.

Support to ensure prompt response to complaints and inquiries to deliver best-in-class customer experience, and continuously improve processes within the Customer Support Department to increase FSE utilization and productivity.

This position will be onsite located in Moriyacho (Kanagawa) office and Takadanobaba office (at least once a week). At Leica Biosystems, our vision is to advance cancer diagnostics and improve lives.

You will be a part of the Japan Leadership team and reports to the Japan GM & APAC responsible for creating a strategic service revenue growth plan and lead the execution. If you thrive in an amazing, multifunctional, fast paced and supporting role and want to work to build a world-class Customer Support organization—read on.

In this role, you will have the opportunity to:

• Work closely with the business and function leaders in Japan to support Japan Customer Support initiatives
• Identify service margin improvement opportunities, create improvement plan and lead implementation.
• Support the streamline processes within the Customer Support Department
• Improve and properly manage service inventory levels, turnover and fill rates
• Analyze and report the results of each KPI. (Weekly/Monthly)
• BY analyzing data from all service history, visualize the conditions of respective instrument and identify service level requirements.
• Support and manage associates (including service admins).

Travel, Motor Vehicle Record & Physical/Environment Requirements:

Employee is eligible to receive commuting allowance according to the company regulations, where applicable.

• Ability to travel - 5-10% travel, overnight, within Japan territory or locations (Fukuoka, Nagoya, Osaka, and Kyushu)
• Must have a valid driver’s license with an acceptable driving record

It would be a plus if you also possess previous experience in:

• Teamwork, Self-starter, Integrity, Customer oriented
• 5 years’ work experience in medical or life science market
• Business English communication skills are highly preferred
• Experience using SAP and SFDC in business is highly preferred

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.