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Global Services, Technical Service Manager

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Date: Apr 20, 2021

Location: Lakewood, CO, US

Company: Terumo BCT, Inc.

Requisition ID:  27362  

 

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 Services, Technical Service Manager

  

JOB SUMMARY

Responsibility for leading a team and personally contributing to deliverables associated with Global Support, for a field and bench service organization.  Accountable for coordination of deliverables associated with global support for new product development and commercialization, or maintaining deliverables associated with global support for products post commercial launch 

 

ESSENTIAL DUTIES

  • Acts as a mentor to direct reports by providing guidance in development of Global Services deliverables.
  • Provides leadership for the team’s development, direction, and effectiveness, while adhering to organizational policies and processes and supporting overall business and corporate objectives and culture.
  • Provides leadership for the functional group’s development, direction, and effectiveness, adhering to Global Services and organization objectives.
  • Develops strategies for one of the following areas:
    • Ensure global service consistency and serviceability is embedded into new device design for requisite phases associated with product development and launch.  This will include the development and maintenance of processes and procedures allowing for reproduceable behaviors and outputs.
    • Maintenance of the many deliverables associated with product support.  This will include development and maintenance of procedures associated with projects and escalations for reproduceable behaviors and outputs.
  • Coordinate all phases of project development, including needs assessment, affected deliverables, content development & management, review schedules, and release activities.
  • Performs one of the following:
    • Assesses the placement of the new products (customer, region, service team) and develops effective service strategy including the service preparedness strategy for initial and ongoing support of new products. 
    • Routinely re-assess the placement of the products (customer, region, service team) and adjust deliverables associated with the sustaining support of products. 
  • Works with other internal teams and regional support organizations to ensure products developed and delivered comply with policy.
  • Coordinates with regional service leaders to:
    • ensure successful new product launch and to ensure service effectiveness for new devices. 
    • ensure effectiveness of programs and products for local associates and customers.
  • Uses knowledge, documentation, and record management skills to capture, develop and distribute service manual content along with other field service-related documentation.
  • Partners with subject matter experts to develop technical content in order to achieve specific and immediate business objectives.
  • Obtains knowledge of industry and regulatory environments and applies this knowledge to the completion of all projects.
  • Support Global Service objective for operational excellence by delivering solutions to our field and bench teams. 
    • Solutions are to focus on improving the efficiency and effectiveness of ensuring customer satisfaction.
  • Seek out opportunities for revenue within Global Services at a regional or global level
  • Seek out opportunities for cost reduction through new technologies and LEAN activities
  • Drive improvements in customer satisfaction by staying on top of changing regional and global environments and making appropriate changes in processes and deliverables when needed.

 

MINIMUM QUALIFICATION REQUIREMENTS

 

Education                                                                                                                                          

Bachelor’s degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

  • Minimum 5 years’ experience in a leadership role in a support or service group.
  • Service process management experience.
  • Considerable expertise pertaining to serviceability and supportability of medical devices. 
  • Knowledge of new device development and service functional requirements to ensure successful market adoption.
  • Knowledge of leading a team and releasing various service materials in a regulatory environment is preferred. 
  • Working knowledge of the business's products and their use is required.

 

Skills

  • Demonstrated and effective leadership, and facilitative skills with a sound knowledge of applicable regulations (i.e. OSHA, ADA).
  • Ability to work effectively and comfortably with all levels across a global organization.
  • Ability to supervise associates.
  • Experience and knowledge of applicable technology used in medical devices.
  • Demonstrated ability to communicate effectively both verbally and in writing.
  • Ability to lead and mentor others.
  • Knowledge of regulatory and compliance guidelines and practices associated with field service.
  • Proactive approach with strong problem-solving skills.

 

-Or-

 

An equivalent competency level acquired through a variation of these qualifications may be considered.

 

PHYSICAL REQUIREMENTS

Service Environment requirements include use of personal protective equipment, reading, speaking, hearing, walking, bending, standing, stretching/reaching, and hand/finger dexterity.

  • Requires ability to occasionally lift 25 pounds and transport up to 500 pounds via carts or mechanized equipment.
  • Requires good manual dexterity and visual acuity.
  • Requires the ability to sit or stand through the duration of a shift.

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 accommodations may be made to enable individuals with disabilities to perform the essential duties.

 

 

Target Pay Range:  $87,000.00 to $109,000.00  -  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:  10.0%

 

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. 


Nearest Major Market: Denver

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