Technical Service Engineer Italy

Requisition ID:  33542  

At Terumo Blood and Cell Technologies, our 7,000+ global associates are 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: TECHNICAL SERVICE ENGINEER ITALY

JOB SUMMARY

Provides a high level of technical service, implementation activities, IT and Customer Support, according to established standards, within a defined territory.

ESSENTIAL DUTIES AND RESPONSIBILITIES

SKILLS

• Performs installations, preventive maintenance and repairs, according to the companies' quality levels, following dedicated procedures, and using the specific checklists as appropriate and in a timely manner.
• Planning and programming customer in-service activity (including corrective and preventive maintenance) according with local sales consultant or customer request.
• Systems implementation in conjunction and coordinated with the Sales Consultant at customer site as example  for Reveos, TACSI, Trima, Optia and WB core devices, plus the related IT infrastructures (TOMEs etc).
• Performs Networking IT installations through software implementation connecting our systems and platforms in good coordination with Software Solution department
• Ensure that data necessary for the correct invoicing of technical interventions is transferred to Customer Service Brussels in a timely accurate manner.
• Handle customer calls for technical problems, operating problems, troubleshooting issues (triaging); others calls will be transferred to CS Brussels or Sales Consultant.
• Post sale support and first line troubleshooting on Terumo BCT machines
• Work  closely with Sales Consultant to agree on how to handle customers whose service contract has expired and who are asking for technical support
• Work cross-functionally within EMEA to gain & maintain customer satisfaction
• Register/copy outcome reviews of all handled procedures done on each machine
• Collect and store data on server, accessible by clinical, R&D, marketing
• Follow up, in conjunction and coordinated with Technical Implementation Service Supervisor, on service contracts to check expiration date and renewal.
• Generate service business within the territory as appropriate and works closely with sales to ensure Terumo BCT presence in territory.
• Assist pre-sales meetings for technical/implementation topics
• Responsible and accountable for all assigned company assets.
• Complete administration, documentation, and action report per organization policy and procedures.
• Assure the delivery and regular update of operators manuals (attached at the machine) at customer site
• Work and collaborate effectively with colleagues, sales representatives, customer service representatives, clinical specialists and customers
• Communicates technical findings to appropriate in-house personnel
• Performs any other additional duties or projects as assigned.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Graduate technical education (3 years minimum) and/or equivalent

Experience

3 years experience as a Field Service Representative with a consistent high performance, preferably in the medical device industry.

Skills

• In line with Terumo's Core Values:
  • Respect – Appreciative of others
  • Integrity – Guided by our mission
  • Care       – Empathic to patients
  • Quality   – Committed to excellence
  • Creativity – Striving for innovation
• Fluent in English (spoken and written)
• Strong analytical thinking as well as the ability to apply logical methods in identifying and solving technical problems
• Requires high level of organizational and territory management skills
• Demonstrated strong personal interactive skills
• Relates well to a wide variety of cultures
• Demonstrated accountability for field service administrative tasks
• Requires the ability to carry out the physical requirements of the job including physical transport, lifting, pulling, twisting and operation of equipment
• Ability to regularly lift and/or move up to 25 kg and occasionally lift and/or move in excess of 25 kg using lifting aids, technologies, or appropriate tools
• IT knowledge (Windows, Databases, SQL etc)
• Networking knowledge (file transfer, Wi-FI & IP addressing, VPN, remote control and network skills)   
• Speaks, reads and write English fluently, as well as at least one local language
• Willingness to drive up to 50.000km/year, time flexibility, overnight stays

COMPETENCIES

• Core Competencies
• Problem Solving
• Organizing
• Interpersonal Savvy
• Peers Relationships
• Cross-Cultural sensitivity and agility
• Planning
• Customer Focus
• Negotiating
• Informing

Certificates, Licenses, Registrations

• Requires to be certified (sign off) on assigned products
• Possesses a valid driving license for a car

Equipment

N/A

ADDITIONAL INFORMATION

• Based:  field- based – Italy, central north area (preferably Bologna)
• Reporting to: Technical Implementation Service Supervisor Italy

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
• We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
• We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
• Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
  • Respect – Appreciative of others
  • Integrity – Guided by our mission
  • Care – Empathetic to patients
  • Quality – Committed to excellence
  • Creativity – Striving for innovation