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IT Technical Implementation Engineer

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Date: Jun 25, 2022

Location: Brussels, BE

Company: Terumo BCT, Inc.

Requisition ID:  29223  

 

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: IT TECHNICAL SUPPORT ENGINEER EMEA 

 

JOB SUMMARY

Apply in-depth knowledge of Software/IT systems and networks to integrate Terumo BCT blood-processing equipment into customers' IT environments.

  • Become certified to install, implement and support Terumo BCT Software products remotely or at customer sites
  • Perform installations/implementations of Software Solutions remotely or at customer sites, interacting with customers' technical staff as necessary
  • Provide Support for our Software Solutions to our existing customers
  • Provide Software related Sales support to the commercial organization
  • Actively participate in Global Cross Functional teams

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

SKILLS

Product Implementations and Customer Support

  • Assist in defining the implementation and support processes and tactics for Terumo BCT Software Solutions in EMEA.
  • Provide remote or on-site guidance to EMEA customers and their IT support persons with regards to the installation, full configuration and support of Servers, PC’s, and peripheral devices that interact with Terumo BCT products, per specifications.
  • Respond to support requests from EMEA customers to resolve problems with product installation or usage.
  • Document each installation (i.e., create and maintain the "as built" records) and provide installation reports
  • Maintain proficiency as products and customer-support policies mature
  • Define and conduct training for Terumo BCT and Distributor Technical Service Engineers (EMEA) on basic installation and troubleshooting activities of Terumo BCT Software products.
  • Support and coach the trained Terumo BCT and Distributor Technical Service Engineers (EMEA) for basic installation and troubleshooting activities.
  • Work cross-functionally within EMEA on a Global level to gain & maintain customer satisfaction.
  • Keep track of complete inventory of equipment used in installations and validations.
  • Collaborate with field-service technicians to continually improve the experience of the customer and the efficiency and quality of field activities
  • Collaborate with Sales teams across EMEA to provide Sales Support regarding the offered Software Solutions
  • Perform any other additional duties or projects as assigned.

 

 

MINIMUM QUALIFICATION REQUIREMENTS

 

Education

Bachelor level education in the area of Computer Science (or equivalent thereof) .

 

Experience

  • 2 - 5 years proven track record  in IT implementations, or in a professional IT environment, including implementing hardware and software solutions and diagnosing /resolving problems
  • Favor will be given to candidates with experience in:
    • A medical device or related industry
    • Integrating special-purpose electronic devices into general-purpose, business networks
    • Supporting international customers who are external to one's own organization
    • Conducting training of other qualified individuals

 

Skills

  • In line with Terumo BCT's Core Values (Respect, Integrity, Care, Quality, Creativity)
  • Proficiency in functional/technical IT skills: Good knowledge of installation and troubleshooting of IT HW & SW
  • Good knowledge of database concepts (SQL) and assist with database deployments. Also needs to be proficient with the use of SQL*plus/SQL queries
  • Good knowledge of wired and wireless networks: TCP/IP connectivity, Routing, Network Address Translation (NAT),  HTTP/HTTPS, Security Protocols, …
  • Good presentation & training skills
  • Technical learning
  • Problem solving/solution provider
  • Excellent written & oral English language skills and at least one other European language
  • Strong overall communication skills/ interpersonal savvy
  • Strong organizational, planning & priority setting skills
  • Customer focus
  • Business acumen/ commercial flair
  • Cross- cultural agility & sensitivity

 

ADDITIONAL INFORMATION

  • Based: Brussels office – EMEA (Hybrid Work from Home possibilities)
  • Reporting to : Software Support Manager- EMEA.
  • Must be willing and able to travel (up to 30%) throughout Eastern and Western Europe, Middle East, and Northern & Southern Africa. Occasional travel to the US is also possible for training purposes.

 

  • 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


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