Customer Technical Specialist II- Plasma

Requisition ID:  30648  

 

At Terumo Blood and Cell Technologies, our 7,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.

 

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve.

 

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Consider joining our team and unlock your potential. 

JOB TITLE:  Customer Technical Specialist II- Plasma

 

JOB SUMMARY

Provides complex problem-solving services in either a field or headquarters environment for customers.  Works cross functionally with the customer and internal engineering teams to troubleshoot and resolve device issues. Provides field input to in-house groups with regard to product information/development.  Assists development of support documentation, service tools, and spare parts.

 

ESSENTIAL DUTIES

• Provides device troubleshooting and technical support to customers and technicians.
• Takes care of direct phone support to customers and field repair staff in the appropriate region.
• Handles all aspects of call from initiation to resolution. Logs information into call tracking systems.
• Travels to customer sites as Regional Subject Matter Expert to assist in diagnosing equipment failures.
• Guides and supports Technical Specialist I.
• Develops, tracks, reports, and acts upon Regional Support and Equipment metrics.
• Represents customers and field support associates for product enhancements and initiates change. 
• Analyzes product complaint trends and implements corrective actions.
• Performs ongoing market assessment of customers' technical needs and problems.
• Provides direct phone support to Regional customers and Regional field associates. 
• Delivers technical training programs, on site and at customer locations.
• Supports the equipment used in training classes.
• Maintains tools used in Regional training classes, ensuring good working condition and calibration.
• Communicates detailed input/feedback to the company to recommend changes in product design, manufacturing, quality or any other aspect of the product or service.
• Reviews ECO’s to ensure changes meet the needs of service personnel and customers.
• Reviews and provides feedback for service documentation (i.e. Spare part instructions and PM procedures).

 

MINIMUM QUALIFICATION REQUIREMENTS

 

Education

Bachelor’s degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

 

Experience

Minimum 5 years experience.

 

Skills

• Strong, demonstrated knowledge of products and therapies.
• Demonstrated ability and desire to teach. 
• Demonstrated self-confidence and effectiveness in dealing with customers.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Ability to interact professionally and effectively with customers, physicians, nurses, and other technical medical staff.
• Desire and ability to mentor others within the Team.
• Experience in troubleshooting computer hardware problems and performing computer diagnostics desirable.
• Computer skills including MS office and 2D drawing programs required.
• Knowledge of and use of PC software applications and skills to use them effectively.

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

 

PHYSICAL REQUIREMENTS

General Labor Environment requirements include: use of personal protective equipment, reading, speaking, hearing, traverse, bending, standing, stretching/reaching, hand/finger dexterity, and occasional lifting up to 50 pounds, or transporting up to 500 pounds via carts or mechanized equipment.

 

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

 

Additional Physical Requirements

Extensive travel required.

 

Target Pay Range:  $66,200.00 to $82,800.00  -  Salary to be dete