Cust Sup Clinical Spec

Requisition ID:  31253  

 

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: Clinical Specialist – Customer Support

 

JOB SUMMARY

Working without significant direction, provides complex problem-solving support and services in a call-center environment and on customer site.  Provides support to Terumo BCT customers, and participates in product troubleshooting and self-service resource creation activities.

 

ESSENTIAL DUTIES

• Works within regional customer environment to provide clinical support for Terumo BCT product applications.
• Provides telephone, email and web support for customers and field-based associates.
• Helps identify and create self-service materials including written Knowledge articles.
• Provides training, implementation and support for the launch of new products to BCT associates.
• Performs ongoing assessment of customers’ needs and problems as identified through call reports, input from field-based specialists and on-site visits.
• Documents and provides written solutions to recurring problems, including input for variation of training tools and provision of training. 
• Identifies and solves complex or unusual customer issues in a timely manner.
• Facilitates the capture and sharing of knowledge within area of expertise through journal review, training opportunities, and knowledge management system.
• Works with Global Services teams and other departments to develop, implement, track, report, and act upon  Support and Services metrics. 
• Analyzes customer needs and trends.  Participates in a multidisciplinary team environment to assess therapy needs, provide support, and resolve customer issues.
• Provides detailed input/feedback to the Product Management Team to recommend changes in product design, manufacturing, quality, or any other aspect of the product or service.

 

 

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.

• Relevant clinical experience in donor and therapeutic aphaeresis, RN, MT or equivalent.
•  
• Experienced with project management, with the ability to facilitate cross-functional team interaction and conflict confrontation and resolution.
• Experience in an external customer-facing role such as sales, training, or customer support.
• Experience in Knowledge base content creation is preferred

 

Skills

• Ability to assess customer needs and market trends within the context of product and business capabilities and the ability to translate this assessment into a workable strategy.
• Strong, demonstrated expertise in providing troubleshooting and support to external customers.
• Strong, demonstrated expertise in product and therapy knowledge.
• Demonstrated ability and desire to teach. Demonstrated self-confidence and effectiveness in dealing with a wide variety of student types.
• Ability to interact professionally and effectively with customers, physicians, nurses and other technical medical staff.
• Demonstrated ability to work in a collaborative environment to deliver training and support programs and documentation.
• Ability to assess customer needs, market trends, and competition within the context of product and business capabilities and the ability to translate this assessment into a workable strategy.
• Ability to diagnose, understands, and solves complex system issues.
• Ability to effectively communicate technical material in a non-technical manner.

• Knowledge and use of relevant PC software applications and skills to use them effectively.
• Demonstrated ability to communicate effectively both verbally and in writing.

 

-Or-

 

An equivalent competency level acquired through a variation