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Service Operations Coordinator

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Date: May 4, 2022

Location: Lakewood, CO, US

Company: Terumo BCT, Inc.

Requisition ID:  28971  


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.

Service Operations Coordinator



Performs a broad range of tasks, which may include quoting and billing, service dispatching, technical support, analysis, reporting, document maintenance, quality assurance and project management to support customers as well as the technical support, field service, bench repair and customer support teams.



  • Provide oversight and ensure work order and support case transactions are executed correctly
  • Support period-end close via work order and transaction management
  • Support activities such as process development, CRM system management, customer satisfaction, technical support, and case management oversight (including complaint processing oversight, quality trending, and corrective action).
  • User and System Support for ERP, CRM, and Field Service Management
    • Resolve/escalate system and integration questions, issues, and errors
    • Perform routine data updates
    • Develop and maintain dashboards
    • Support enhancements and projects
  • Develops and executes quality assurance activities related to case and work order management.
  • Develops and routinely provides reports relative to technical service, field service, bench repair and customer support business operations.
  • Maintains and coordinates changes to departmental policies, procedures, and work instructions including regular reviews and compliance of the department to them and supports intra-company audits.
  • Develops and executes programs centered on metrics such as CSAT, NPS, CES or similar.
  • Other duties as assigned





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



Minimum 2 years’ experience

Customer support or medical device experience preferred



  • Demonstrated ability to analyze business/technical problems and select, design, and implement solutions in accordance with business needs.
  • Demonstrated knowledge of support and service activities.
  • Familiarity with FDA Regulations as related to medical device complaints.
  • Demonstrated effective oral and written communication.
  • Demonstrated effective leadership and interpersonal skills.
  • Requires the ability to lead projects.
  • Data and report management skills with acute attention to detail.
  • Experience with SAP, Salesforce and ServiceMax preferred.




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




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:  $20.00 to $26.00 -  Hourly pay rate 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:  7.0%


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. Absent accommodation permitted by applicable law, as a condition of employment with Terumo Blood and Cell Technologies in the United States you must be fully COVID-19 vaccinated and provide valid proof of vaccination to the company.

Nearest Major Market: Denver

Job Segment: Medical, ERP, SAP, Quality Assurance, Medical Device, Healthcare, Technology