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VP Global Services

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Date: Jan 5, 2022

Location: Lakewood, CO, US

Company: Terumo BCT, Inc.

Requisition ID:  28464  

 

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:  VP Global Services

 

JOB SUMMARY

 

Lead a globally integrated service team that currently serves as a key market differentiator in 130 different countries.  Supports $1B in revenue generated from a variety of medical device equipment and support services, generating direct service revenue of $45m with a team of ~350 global associates.  Continue to harmonize local operating processes to improve the quality and consistency of customer experiences while eliminating process inefficiencies.  Build a strong operating foundation – people and processes - from which to build service as a growth business and delight the customer

 

This position reports to the SVP of Global Commercial and is as a key contributor on the executive team and the commercial leadership team.

 

ESSENTIAL DUTIES

  • Leverage existing and establish Service Models to drive revenue and profitability.  Continue to integrate current distributed resources and hybrid operating models into common platform.  Includes customer support, customer training, maintenance, software, field installation and fix and bench repair.
  • Develop appropriate field support and ongoing service infrastructure to support business’s evolution into therapeutic treatments, cellular therapies, and growth targets in emerging markets.  
  • Develop high performing services team, actively contributing as a core revenue differentiator.
  • Create and deploy value-added solutions as part of the “Beyond Equipment” strategy
  • Support the solution-selling process and delivery.
  • Working cross-funtionally to build capabilities in IoT. Mobile, data analytics and data visualization.

Provide cost-effective, high impact services that comply with global standards while meeting local needs

  • Optimize processes and resource distribution to serve customers across our full portfolio – including those internally developed and those distributed on behalf of other manufacturers.  Develop compelling service experience for customers in initial acquisition and ramp phase of adopting our technology for the first 90 day ‘ignition’ period.
  • Implement appropriate automation and infrastructure to simplify our touchpoints with customers, comply with local regulations, including finance and tracking requirements, and free up capacity internally.  Creatively test the application of new technologies and virtual reality / augmented reality tools to continue innovating our service delivery.
  • Identify the Key Performance Indicators most relevant to our customers and growth strategies. 
  • Influence upstream design for serviceability, actively engaging in quality assessments, root cause analysis and major new product launches to ensure ease of maintenance and service.
  • Standardize and simplify internal policies, such as spare parts handling, trunk stock, inventory management and returns, to optimize internal and customer asset deployment, including loaner and refurbishment programs.
  • Develop priorities for cost reduction, including assessment of existing outsourced service providers and distributor support infrastructure.

Customer Advocacy

  • Foster customer-centric mindset, integrating qualitative insights and quantitative data to ensure customer voice is reflected in internal priorities.
  • Provide root cause analysis of field and customer pain points, mobilizing coalitions to fix contributing processes.
  • Serve as customer ‘safety net,’ effectively interfacing with the customer and connecting internal resources as appropriate.

Identify organic growth opportunities

  • Enhance connections with Sales and front-line contracting to minimize current revenue leakage.
  • Contribute to value-based pricing analysis, monetizing our service premium.
  • Serve as a passionate customer advocate, synthesizing customer, and field ‘voice’ to influence current priorities, create new service models, and identify future growth opportunities.
  • Expand definition of ‘service’ to encompass additional differentiation.

MINIMUM QUALIFICATION REQUIREMENTS

 

Education

Bachelor’s degree required.  Master’s degree in healthcare or business preferred.  Demonstrated ongoing professional education and current industry credentials.  LEAN certification a plus.

 

Experience

Minimum 15 years’ experience leading global Service and/or Operations teams.

Experience leading diverse global teams, supporting products and influencing cultural norms outside the U.S., actively embracing – and perhaps living in – diverse cultures and environments.

Demonstrated excellence integrating and simplifying diverse operating processes and customer touchpoints.

 

Competencies and Skills

  • Demonstrated excellence achieving  process improvements and associated operating efficiencies from application of “LEAN / Six Sigma” operational excellence thinking and toolset
  • Familiarity with Quality systems and compliance expectations across geographies.  Able to respond nimbly to changes in regulation, safety issues, government mandates.
  • Strategic Mindset / Global Perspective- thinks strategically and broadly with varied viewpoints to effectively implement plans.
  • Business Acumen / Customer Focus – understands the market, industry trends, the complex ecosystem, and anticipates and uses customer insights that provide services beyond their expectations.
  • Drives for Results / Ensures Accountability – sets aggressive goals, translates strategy into execution, promote a sense of urgency, and persist in the face of challenges and setbacks.
  • Drives Engagement (Influencing across functions/regions) – creates a positive and motivating work environment where contributions are visible and valued.
  • Builds Teams and Develops Talent – develops diverse, high-performing teams in highly matrixed environments.  Passion to coach, mentor, and motivate.
  • 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.
  • Financial Acumen – Transforms financial information into business intelligence through analysis and integration of quantitative and qualitative information.

 

PHYSICAL REQUIREMENTS

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

 

Additional Physical Requirements

International and domestic travel (up to 40%).  Available for urgent situations based on customer needs.

 

Target Pay Range:  $167,600.00 to $209,400.00  -  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:  40.0%

 

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

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