Mgr Digital Technical Support, Japan

職務内容(概要)

The Manager, Digital Technical Support Japan is accountable for the reliable operation and continued strengthening of Intuitive Japan’s Digital Technical Support function, ensuring predictable, responsive, and trusted digital support for customers and internal partners. The role leads Tier 1 Digital Support Associates and Tier 2 Digital Technical Support Engineers, owning day‑to‑day service quality, issue resolution, staffing, and performance management across the digital support issue lifecycle. Hands‑on and operational by design, the primary responsibility is to run the operation well, build team capability and sound technical judgment in a customer-facing environment, and maintain a stable, supportable digital environment for customer use, with continuous improvement and process enhancements expected over time but operational stability and service readiness taking priority. The manager works closely with Product, Engineering, Field Service, Technical Support, Customer Service, Commercial, and global Digital teams to translate global direction into effective and compliant execution in Japan, including validating service readiness for new releases, without owning product roadmap or engineering delivery decisions. This role reports to the Director, Customer Experience and Services (CE&S) Japan and operates with strong standards of governance, safety, and regulatory compliance.

役割と責任

Digital Support Operations

• Own daily Digital Technical Support operations with clear accountability for service quality, responsiveness, and issue resolution.
• Ensure timely and effective handling of customer and internal inquiries across Tier 1 and Tier 2 support.
• Own issue resolution end to end, including troubleshooting, escalation, and cross-functional coordination.
• Provide limited hands-on case support as needed to maintain operational insight and understanding of customer and team challenges.

Team Leadership and Development

• Lead, coach, and develop the Digital Technical Support team to ensure consistent performance and growing capability.
• Establish clear expectations, priorities, and ways of working for the team.
• Execute formal people management responsibilities, including goal setting, performance reviews, feedback, and development planning.
• Support team members in building technical depth, judgment, and confidence in a customer-facing environment.

Service Readiness and Structural Improvement

• Ensure Digital Technical Support readiness for new digital services, software releases, and upgrades.
• Coordinate training, tooling, monitoring, and escalation paths with cross-functional teams to address gaps before customer impact occurs.
• Identify recurring issues and operational friction, and drive structural improvements with Product, Engineering, and Digital partners.
• Improve clarity, reliability, and efficiency of support processes to reduce avoidable workload and customer disruption.

Operational Standards and Governance

• Own staffing and capacity planning to ensure adequate coverage aligned with service demand and operational risk.

Own and manage key performance indicators, including quality, service level, productivity, and operational effectiveness.
• Ensure strict adherence to Intuitive safety policies, support processes, documentation standards, and regulatory requirements.
• Exercise sound judgment aligned with legal, regulatory, and ethical standards.
• Carry out additional managerial responsibilities as defined by the Director, Customer Experience & Services

スキル/求人要件(必須)

• This role requires an experienced people manager with strong operational judgment, capable of leading Digital Technical Support operations in a complex and evolving digital service environment. The successful candidate will be able to balance day‑to‑day execution with continuous improvement, and lead teams through operational change while maintaining service quality and customer trust.
• Proven experience in technical support, digital services, or service operations roles in customer-facing environments.
• Demonstrated ability to take ownership of operations, manage escalations, and make sound decisions under ambiguity.
• Experience leading or coordinating teams, with the ability to earn trust through credibility and follow-through.
• Solid understanding of core IT technologies and service operations, including networks, operating systems, access controls, and incident and change management.
• Strong analytical and problem-solving skills with the ability to identify patterns and root causes.
• Strong communication skills, able to explain technical topics clearly to frontline teams, hospital IT, and internal stakeholders.
• Familiarity with data privacy and regulatory requirements such as ISO 27001 and the Act on the Protection of Personal Information (APPI).    
• Formal people-manager experience is valued, but candidates who demonstrate readiness to step into people leadership with appropriate support will also be considered.

あれば尚可

• Experience supporting digital services in hospital IT or other regulated environments.
• Experience improving support processes, service readiness, or operational stability through tooling, automation, or structural changes.
• Familiarity with cybersecurity concepts relevant to support operations
• Experience working closely with Product or Engineering teams to improve supportability and customer outcomes.

当社は、法令に従い、全ての応募者について、その適性と能力のみを基準として公正に採用選考を行います。

この職位は、業務上のニーズや、採用候補者の経験、知識、技能に応じて、ここに記載されている職務レベルと異なるレベルで採用される場合があります。

報酬は、主に採用された職務レベルと候補者の資格に基づき、適用される法律に従って決定されます。