Engineer 3 - Customer Focused Quality

Requisition ID:  34024  

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. For Terumo, for Everyone, Everywhere.

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. Advancing healthcare with heart.

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. Join us and help shape wherever we go next. You create your future and ours.

As a Customer Focused Quality Engineer 3 you'll be supporting the innovative Rika product line, serve as a subject matter expert and customer advocate, driving quality improvements and enhancing satisfaction through close collaboration with cross-functional teams across Commercial, Product Quality, Manufacturing, Global Service, and R&D teams. You'll lead issue resolution efforts, analyze performance trends, and contribute to strategic initiatives that ensure the delivery of high-quality products and services. The ideal candidate will bring a strong technical problem-solving skill, a passion for quality, and the ability to thrive in a fast-paced, global environment—this is your opportunity to make a meaningful impact and grow your career.

ESSENTIAL DUTIES

• Product Knowledge: Gain complete product knowledge and demonstrate subject matter expertise over time. Works on problems of diverse scope where analysis requires evaluation of a variety of factors and significant cross-functional interaction. Provides subject matter expertise for both internal and external customer-specific processes and challenges.  Is accessible and sought out for consultation on a broad range technical and industry issues.
• Quality Advocacy: Act as an advocate for customers within the quality department and plasma innovations business area, communicating their needs, issues, and suggestions effectively. Collaborate with cross-functional teams to address quality or quality process concerns and ensure the delivery of high-quality products or services. Handles frequent intra-organizational and customer-facing communication, often covering complex technical information and analysis.  Represents the organization in providing solutions to difficult technical issues associated with specific customer concerns.
• Customer Strategy: Support the implementation of strategies to drive customer satisfaction in the context of quality, including creating and executing plans that enhance the customer experience and satisfaction with the Rika product line.
• Issue Resolution: Address customer issues or concerns promptly and effectively. Investigate quality-related complaints or inquiries, work with internal teams to resolve issues, and communicate solutions to customers in a timely manner. Leads portions of significant large-scale projects and has total management responsibility for smaller projects.
• Quality Data Trend Analysis: Analyze quality data and trends, and present insights to the internal cross-functional team to drive process improvements and product/service enhancements. Proactively monitor field performance data, effectively identify trends, and effectively communicate findings and recommendations.
• Performance Metrics: Define, track, and report on key performance indicators related to customer success at plasma innovations team meetings and at holistic quality review meetings.
• Cross-functional Collaboration: Works cooperatively and effectively within a team environment to achieve common goals and results, often influencing the outcome of the team(s). Solicits and accepts the ideas of others, while actively contributing to an environment conducive to open communication. Can shift gears with little direction; can decide and act without having the total picture.
• May provide work direction to junior engineers and other technical resources.
• Role includes interaction with associates across the globe and may require time outside of standard business hours.
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