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Technical Service Engineer Norden

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Date: Dec 1, 2021

Location: Field Based, SE

Company: Terumo BCT, Inc.

JOB SUMMARY

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

ESSENTIAL DUTIES AND RESPONSIBILITIES

SKILLS

  • Systems implementation in conjunction and coordinated with the Sales Consultant at customer site for entire Terumo BCT portfolio
  • Responsible for conducting in-service training
  • 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 training or in-service activity (including corrective and preventive maintenance) according with local sales consultant or customer request. Training will be performed as per certified product knowledge and training capabilities.
  • Field Support of TerumoBCT device Network connectivity.
  • 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 Service Supervisor, on service contracts to check expiration date and renewal and provide offer of maintenance contract to customers. Negotiation of service contracts will be done in cooperation with the sales consultant.
  • 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.

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
  • Strong analytical thinking as well as the ability to apply logical methods in identifying and solving technical problems
  • Good IT and Network knowledge
  • Requires high level of organizational and territory management skills
  • Demonstrates strong personal interactive skills
  • Relates well to a wide variety of cultures
  • Demonstrates 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
  • Speaks, reads and write English fluently, as well as at least one local language

 

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


Job Segment: Medical, Engineer, Medical Device Engineer, Medical Device, Field Service, Healthcare, Engineering, Manufacturing