[Abiomed] Field Service Engineer

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Job Function:

Customer Management

Job Sub Function:

Technical Field Service

Job Category:

Professional

All Job Posting Locations:

Chiyoda, Tokyo, Japan

Job Description:

部門: APAC Field Service

勤務地: 東京

職務内容

サービスエンジニアは、Abiomedの医療機器であるAutomated Impella Consoleに関する社内サービス業務を主に担当します。主な業務には、保守、ソフトウェアおよびハードウェアのアップデート、トラブルシューティング、修理、装置および関連サービス資産の管理が含まれます。

また、保守契約関連業務、正確なサービス活動記録の維持、Sales、Quality Assurance、Supply Chain、その他関係部署との緊密な連携を通じて、円滑な顧客サポートとサービスオペレーションの継続性を支援します。

社内サービス業務に加えて、装置の設置およびデバイス接続設定のために顧客施設を訪問する場合があります。顧客施設訪問時には、サービス関連手順および技術情報について、臨床工学技士および病院事務担当者に明確に説明し、適切な理解を促します。

主な職務

• Abiomedの医療機器であるAutomated Impella Consoleの社内保守、ソフトウェアおよびハードウェアのアップデート、トラブルシューティング、修理を実施する。

• ローナーコンソール、校正ツール、スペアパーツ、在庫管理、発注サポート、使用履歴管理を含む、装置およびサービス関連資産を管理する。

• 保守契約関連業務を支援し、サービス計画、販売代理店とのコミュニケーション、見積書およびサービス契約書など必要書類の調整を行う。

• 必要に応じて、主に装置の設置およびデバイス接続設定に関するオンサイトサポートを提供する。

• 顧客施設訪問時に、臨床工学技士および病院事務担当者に対して、サービス関連手順および技術情報を説明する。

• Salesからエスカレーションされたサービス依頼に対して、関係者と連携しながらタイムリーな社内対応を行う。

• Sales、Quality Assurance、Supply Chain、その他関係部署と緊密に連携し、サービスオペレーションおよび顧客ニーズを支援する。

• Salesforce、SAP、その他必要なシステムに正確なサービス記録を維持する。

• 必要なサービストレーニングに参加する。海外トレーニングを含む場合があります。

応募資格

必須条件

• 病院での臨床工学技士、または医療機器業界におけるフィールドサービスエンジニアとして3年以上の経験。

• 機械、電気、ネットワーク、ソフトウェアシステムに関する基礎知識。

• 臨床工学技士、病院事務担当者、販売代理店、社内関係者と円滑にコミュニケーションできる能力。

• Microsoft Word、Excel、PowerPoint、Outlookを含むMicrosoft Officeアプリケーションの使用スキル。

• 日本語でのネイティブレベルのコミュニケーション能力。

• 英語の技術マニュアルを読解し、サービス関連コミュニケーションに必要な英文メールを作成できる能力。

歓迎条件

• SAPおよびSalesforceの使用経験。

• Globalチームとの会議、トレーニング、コミュニケーションに対応できる英語スピーキングスキル。

<社内の方へ>

•応募の際はAskGS内の社内公募ガイドラインをご一読いただき応募ください。現職が18か月未満の方は応募前に上長及び担当BUHRの許可を取ってから応募ください。複数同時応募不可になります。

•在籍期間に関わらず書類選考を通して1次面接に進んだ場合は、社内公募に応募し選考に進むことを上司に報告してください。

•社内紹介を行う場合は、ASK GS上の”Employee Referral Program”の詳細を理解した上で、コンプライアンスを守って紹介したものとみなします。

Job Title: Service Engineer

Department: APAC Field Service

Location: Tokyo

Job Description:

The Service Engineer is primarily responsible for in-house service operations for the Automated Impella Console, an Abiomed medical device. Key responsibilities include maintenance, software and hardware updates, troubleshooting, repair, and management of equipment and related service assets.

The role also supports service agreement operations, accurate service activity records, and close coordination with Sales, Quality Assurance, Supply Chain, and other internal departments to ensure smooth customer support and operational continuity.

In addition to in-house service activities, customer site visits may be required for equipment installation and device connectivity setup. During site visits, the Service Engineer communicates clearly with medical engineers and hospital administrative staff to ensure proper understanding of service-related procedures and technical information.

Responsibilities:

• Perform in-house maintenance, software and hardware updates, troubleshooting, and repair of the Automated Impella Console, an Abiomed medical device.

• Manage equipment and service-related assets, including loaner consoles, calibration tools, spare parts, inventory control, ordering support, and usage tracking.

• Support service agreement operations, including service planning, dealer communication, and coordination of required documentation such as quotations and service agreements.

• Provide on-site support when required, mainly for equipment installation and device connectivity setup.

• Explain service-related procedures and technical information to medical engineers and hospital administrative staff during customer site visits.

• Support timely internal responses to service requests escalated by Sales and coordinate with relevant stakeholders as needed.

• Collaborate closely with Sales, Quality Assurance, Supply Chain, and other internal departments to support service operations and customer needs.

• Maintain accurate service records in Salesforce, SAP, and other required systems.

• Participate in required service training, including overseas training when needed.

Qualifications:

Must have

• Minimum 3 years of experience as a medical engineer in a hospital or as a field service engineer in the medical device industry.

• Basic knowledge of mechanical, electrical, network, and software systems.

• Strong communication skills with medical engineers, hospital administrative staff, dealers, and internal stakeholders.

• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

• Native-level Japanese communication skills.

• Ability to read technical manuals in English and write emails in English for service-related communication.

Preferred / Optional

• Experience with SAP and Salesforce.

• English speaking skills for meetings, training, or communication with global teams.

<For Internal>

•If you are Japan employee, please read “Internal Application Guideline” in Ask GS. Especially if you are less than 18 months in your current role, you are required to obtain application approval from your current manager as well as your respective BUHR. If you are Japan’s employee, you are not able to apply for multiple positions at once.

•Once you move to 1st interview stage, please make sure to inform to your current manager.

•For Employee Referral Program (ERP), please read and understand the details of “Employee Referral Program” in Ask GS and make a compliant referral.

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Communication, Continuous Improvement, Controls Compliance, Customer Service, Customer Support, Customer Support Operations, Customer Support Trends, Data Gathering and Analysis, Execution Focus, Facilitation, Incident Management, Project Management Office (PMO), Report Writing, SAP Field Service Management, Service Request Management, Technical Credibility