Global Field and Depot Service Leader

Requisition ID:  31291  

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:  Global Field and Depot Service Leader

JOB SUMMARY

Lead the Global Field and Depot Services organization by providing management, vision, business and strategic planning and implementation in Operations and Technical Services Management.  Develop global onboarding, adoption, usage and value from Terumo BCT products, distributed products and services.  Ensure customers realize maximum business value across the customer journey via best-in-class experience, service, and training, resulting in long term renewal, account growth, satisfaction, and advocacy. Design and evolve processes to enhance customer-focused outcomes.

Accountable for the successful execution of technical service activities by leading the design & implementation of sustaining technical solutions, tools, systems, guidelines, training, and programs to provide customer satisfaction and support Global Services business strategic growth drivers.

Directs field and depot service personnel resources within the organization to achieve corporate service quota levels and revenue and profit goals.  Position will develop, implement, and realize the service and/or business plan and develop, structure within the overall business strategy, in order to realize commercial and business objectives.

Actively participate in cross-functional continuous improvement initiatives to increase efficiency, compliance and improve internal and external customer satisfaction related to services activities. This will include liaising with other TBCT functional areas (Marketing, Sales, Legal…) to develop strategies, align priorities and deliver on growth opportunities.

ESSENTIAL DUTIES

• Lead, standardize, execute, build, and grow global foundational processes for field and depot services continuously enhancing the customer experience.  Design process from a customer lens. Improve and develop internal processes that map to customer outcomes and operational efficiency. Develop strategies to reduce complexity

• Partner and develop sustaining products intake/output processes and escalations with R&D for both sustaining device and software platforms ensuring the success of service and customer experience

• Lead and develop, drive, monitor and take appropriate action for global KPIs. Responsible for reporting service achievements on a regular basis. Develop and manage a standardized set of scorecards and evolving metrics, detailing service profitability and efficiency opportunities with proactive customer engagement to further understand changing customer needs
• Responsible for the efficient allocation of technology, support, and training resources impacting the Field and Depot Service organization
• Lead to improve the global service teams’ performance, execution and productivity leveraging companies' investments in tools/technology and data to better inform and deliver actionable insights
• Participate in the coordination of service revenue plan and OpEx budget forecast with the service leadership, finance, and commercial leadership teams
• Responsible for service point of escalation in customer sustaining product operational issues.  Advocate the voice of customer to Business Management team and provide inputs to ensure customer and internal stakeholder (Service, Manufacturing, Quality) perspectives are understood and managed. Actively define and lead Global Services projects surrounding trending and new customer issues
• Develop and oversee the organization to develop a global service process / model / strategy aligning the model across geographies
• Support service strategic pricing programs and analytics
• Implement service programs and directs service strategy
• Provide guidance and coaching for personnel in relevant aspects of their jobs and professional careers
• Accountable to define the strategy of the global technical training plan for existing products and regional staff members to meet customer and organizational needs.  Work cross-functionally with the training team and customer success team for successful transition of new product releases to steady-state service functions
• Develop and drive global business opportunities to generate increased service revenues (service as a profit center) Together with the involved stakeholders (Commercialization team and Country’s leaders) Align/Contribute/Drive the development of the company Service revenue strategy
• Provide consultation on feasibility studies, benefit analyses, project design sessions, and implement support strategies for product system advancements and migration
• Communicate service progress, market conditions and competitive information to executive team
• Participate actively as a member of the Global Services Leadership team fostering goal achievement, team building, communication and joint problem solving

MINIMUM QUALIFICATION REQUIREMENTS

Education

• Bachelor’s degree in Engineering, Business, or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered. Master’s degree preferred

Experience

• Minimum 10 years managing Field service technical teams in a related field  
• Minimum 5 years leading progressively more responsible managerial position
• Service software working knowledge
• Experience and aptitude with computer driven systems, preferable in a medical/pharmaceutical environment
• Good understanding of basic accounting and finance principles
• Minimum 10 years people manager, collaborative functional leadership
• Process and operational development

Competencies and Skills

• Strategic Mindset / Global Perspective- thinks strategically and broadly with varied viewpoints to effectively implement plans.  Thinks critically and is a creative problem solver for the short and long-term challenges
• Business Acumen / Customer Focus – understands the market, industry trends, the complex ecosystem of the business area, and anticipates and uses customer insights that provide products and services beyond customer expectations with the committed financial result (revenue, margin)
• Drives for Results / Ensures Accountability – sets aggressive goals, translates strategy into execution, promote a sense of urgency, and persists in the face of challenges and setbacks
• Drives Engagement (Influencing across functions/regions) – builds relationships across regions, creates a positive and motivating global work environment where contributions are visible and valued + Managerial Courage
• Builds Teams and Develops Talent – develops and enables diverse high-performing cross-functional teams in highly matrixed environments. Has a passion and ability to coach, mentor, and motivate individuals and teams
• Instills Trust - unquestionable integrity, ethics, and character. A role model for the Terumo Core Values
• Culture/Motivational Fit – can thrive and work in a VUCA environment (volatility, uncertainty, complexity, ambiguity), and willing to travel with flexible work hours driven by global time zones

PHYSICAL REQUIREMENTS

Typical Office Environment requirements include reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

Additional Physical Requirements

Travel 50%

Target Pay Range:  $155,000.00 to $193,700.00  -  Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data
Target Bonus on Base:  30.0%

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

• 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
• We contribute to the Leukemia and Lymphoma Society (LLS), raising $1.3 million USD since 2007.

We are proud to be an Equal Opportunity Affirmative Action Employer.  All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.