Service Director

Reports To: Head of APAC Service & Strategy Position Summary The Director of Technical Service – Japan serves as the executive leader responsible for defining and executing ASP’s overall service strategy across the Japanese market. Operating at the intersection of commercial growth, operational execution, and customer success, this role owns the Japan Service P&L and leads the transformation of ASP’s service business from traditional field support into a high-margin, value-based commercial growth engine. As a key member of the regional leadership team, you will oversee field service operations, technical support, service engineering, and spare parts supply chain logistics. You will establish robust governance with distributor and service channel partners, lead cross-functional alignment with commercial, regulatory, and marketing teams, and act as an uncompromising change agent dedicated to driving operational excellence, elevated Net Promoter Scores (NPS), and a strong culture of safety, quality, and continuous improvement.

Strategic Leadership & Business Transformation Develop and execute Japan’s multi-year service strategy in direct alignment with APAC regional priorities and commercial business goals. Serve as a resolute change agent, driving culture, process, and technology transformations across the service organization. Lead long-term planning, workforce shaping, and service platform modernization to support evolving hospital, ambulatory surgery center (ASC), and health system needs. Service P&L & Commercial Growth Own end-to-end P&L accountability for Japan Service, driving revenue growth, cost optimization, and margin expansion. Implement value-based pricing models and tiered Service Level Agreements (SLAs), transitioning service contracts into a proactive, recurring revenue driver. Collaborate with Commercial Leadership to attach service contracts to capital equipment sales and grow service penetration rates across the installed base. Operational Excellence & Service Delivery Direct daily execution across Field Service, Technical Support / Escalation Engineering, and Spare Parts Supply Chain Logistics. Establish and monitor core operational Key Performance Indicators (KPIs), including Equipment Uptime, First-Time Fix Rate (FTFR), Mean Time to Repair (MTTR), and SLA compliance. Optimize local spare parts inventory levels and distribution networks to balance holding costs with rapid turn-around times. Partner & Channel Governance Lead governance frameworks for third-party service channel partners, original equipment manufacturers (OEMs), and local sales distributors. Enforce rigorous quality standards, service level compliance, and joint business plans across external partner networks. Customer Centricity & Voice of Customer (VoC) Champion customer engagement programs to elevate customer satisfaction, brand loyalty, and Net Promoter Scores (NPS). Establish rapid closed-loop response protocols for customer feedback and escalation cases across healthcare facilities. Cross-Functional Collaboration & Regulatory Compliance Partner closely with Commercial, Marketing, Regulatory Affairs, and Quality Assurance teams to support new product launches, product lifecycle management (PLM), and post-market surveillance. Ensure strict adherence to Japan’s PMDA/MHLW regulatory standards, ASP Quality Management Systems (QMS), environmental health and safety (EHS) guidelines, and global compliance mandates.

Leadership, Talent Pipeline & Culture Lead, mentor, and build a high-performing team of managers, field engineers, and technical support staff. Create robust succession planning frameworks and technical training curricula for critical service roles. Foster an organizational culture anchored in safety, quality, accountability, inclusion, and continuous process improvement (Lean / Six Sigma).

Education: Bachelor’s degree in Biomedical Engineering, Electrical/Mechanical