Senior Manager, Regional Technical Services - NA Core Products

Requisition ID:  34263  

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. For Terumo, for Everyone, Everywhere.

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. Advancing healthcare with heart.

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. Join us and help shape wherever we go next. You create your future and ours.

We’re seeking a dynamic Senior Manager of Regional Technical Services for North America to lead our technical service operations. In this strategic role, you’ll oversee service delivery across the region, ensuring projects are completed on time, within budget, and aligned with customer expectations and contractual agreements. You’ll drive process improvements, lead a team of professionals, and collaborate with global leadership to standardize and optimize service functions. If you’re an experienced leader with a strong background in regulated industries, technical service management, and cross-functional collaboration, this is your opportunity to make a significant impact across North America.

ESSENTIAL DUTIES

• Develop, evaluate, and review technical service, support procedures and standards, and update them as needed.
• Monitor the cost and effectiveness of activities to optimize resources, prioritize spending, and achieve timeliness, reliability, and customer satisfaction standards.
• Plan, prioritize, and implement Service Activities to fulfill all established strategies, customer requirements, contracts, and agreements.
• Support and engage cross functional leaders, to execute and support Service Activities according to company global plans, goals, and objectives.
• Estimate the cost, time, and resources required for installations, upgrades, and other technical services.
• Prepare work orders and monitor the progress of work against estimates.
• Research, evaluate, and recommend new equipment and tools to enhance the capabilities of the technical service team.
• Keeps abreast of technology in assigned areas of responsibility and recommends technical solutions to business problems.
• Select, lead, evaluate, and develop a team of service leaders to manage their own team of engineers and technicians to ensure that Service Activities including installations are completed on-time, within budget, and according to customer requirements.
• Develop vision and organization to support current and future product portfolio as well as current and future market structure and organization.
• Update technical and engineers technical knowledge.
• Ensures all technicians and engineers are properly trained to provide support to customers in all company technologies.
• Work with global leadership to evolve technical services accordingly, to the development of TBCT products.
• Manages and provides leadership for the functional group’s development, direction, and effectiveness, adhering to organizational policies and processes and supporting overall business and corporate objectives.
• Prepares the network of regional and local associates to support and train customers.
• Monitors metrics and works with other functions within the company to support effective development, commercialization, and development improvements for all company products.
• Understands customer operational issues and works to resolve problems with product, procedures, and policies, driving change where necessary to resolve these issues.
• Ensures compliance with requirements of FDA, OSHA, and other global regulations for the company’s operational product support and training programs. Drives changes to procedures when necessary to maintain compliance.
• Prepares and manages approved budget.
• Works with Regional Service and Product Management teams to develop strategies for differentiation, positioning, and pricing of current relevant Service/Support products and the development of new competitive Service/Support product offerings.
• Identify business opportunities to generate extra service revenues. Assesses the effectiveness and needs of the regional operational support programs, with metrics indicating effectiveness, progress with initiative, profitability, and opportunities on a continual basis.
• Establish and maintains a strong communication link between Technical Service, Software Solutions, Commercial, and Quality.

MINIMUM QUALIFICATION REQUIREMENTS
Education

Bachelor’s degree or an equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered, preferably in a technical field.

Experience

• Ten plus (10+) years of progressive experience, 5 of which have been in a supervisory capacity.
• Experience with process efficiency and program/project management methods.
• Experience in developing and implementing initiatives that led to established best practices for training and supporting field operations.
• Experience developing annual objectives and budgets.
• Experience in a regulated industry.

Skills

• Effective leadership, managerial and facilitation skills.
• Excellent people and process management skills.
• Solid understanding of support processes and metrics.
• Demonstrated ability to lead a multi-discipline team working on multiple projects.
• Skilled ability to balance commercial and development needs to accomplish global business area goals.
• Detail, process, and report oriented to ensure team members are focused on tasks at hand and management is informed of opportunities, challenges, and obstacles.
• Broad management experience across and recognized as an expert within and outside of the Company with fully developed leadership skills and a deep understanding of broad issues vital to the company working with multiple functions that are unrelated.
• Initiative to strive to understand customers and their environment coupled with a goal of delivering products and services that exceed customer needs.
• Market and industry knowledge, including customer/business issues, alliances, trends, and competitive issues.
• Knowledge and use of relevant PC software applications and skills to use them effectively.
• Demonstrated ability to communicate effectively both verbally and in writing.

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

LOCATION
Lakewood, Colorado - Onsite Hybrid - Open to candidates willing to relocate to the area. 

TRAVEL 

• Travel required (up to 50%).
• Must possess a valid passport and drivers license.

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

Target Pay Range:  $156,300.00 to $195,300.00  -  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:  20.0%

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.