- Location
- Tokyo, Shinjuku-ku 5-1-1 Nishishinjuku, Japan
- Workplace
- Remote, Hybrid, Onsite
- Type
- Full-time
- Department
- Healthcare
- Seniority
- Senior
- Experience
- 8+ years
- Source
- Workday
Description
Basic purpose of role/Why the job exists:
This position is a strategic leadership role responsible for setting and executing the direction of Stryker Japan’s service organization. This position plays a critical role in expanding the ProCare service business, enhancing customer satisfaction, and driving operational excellence by overseeing all aspects of the service organization, including Field Service, Technical Service (In-house Repair Center) operations, and leading end-to-end process transformation initiatives. The goal is to enhance customer satisfaction, drive sustainable business growth, and improve operational efficiency. The role also involves collaborating with global teams to establish a scalable and profitable service model tailored to the Japanese market.
Major Responsibilities
- Define and lead the strategic direction of Customer Care in Japan, ensuring alignment with global service strategy and business objectives.
- Drive the expansion and enhancement of ProCare, Stryker’s branded service and maintenance program, including increasing contract attachment and renewal rates.
- Develop and implement new service offerings tailored to customer needs (e.g., preventive maintenance, remote support, digital tools).
- Lead end-to-end service process transformation initiatives to improve operational efficiency, reduce turnaround time, and elevate service quality.
- Establish and monitor KPIs such as customer satisfaction (e.g., NPS), service contract growth, and operational metrics.
- Collaborate cross-functionally with Sales, Marketing, Quality, Regulatory, R&D, and Global Customer Care teams to ensure seamless service delivery and support for new product launches.
- Build and lead a high-performing service team through training, coaching, and development programs.
- Foster long-term customer relationships to drive loyalty, retention, and repeat business.
- Ensure compliance with all relevant regulatory and quality standards in service operations.
Qualifications:
- Bachelor’s degree required; advanced degree in Engineering, Business, or Healthcare-related field preferred.
- Minimum 8 years of experience in service, operations, or commercial roles within the medical device or healthcare industry.
- Proven leadership experience managing teams of 5 or more, with a track record of developing talent and driving performance.
- Strong business acumen and strategic thinking, with the ability to influence without direct P&L control.
- Excellent communication skills in both Japanese and English.
- Experience with service innovation, digital transformation, or customer experience initiatives is a plus.
- Strategic leader with a passion for delivering customer value through service excellence.
- Collaborative mindset with the ability to influence across functions and geographies.
- Change agent who embraces innovation and continuous improvement.
- Committed to developing people and building a high-engagement team culture.
