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Technical Implementation Service Engineer Italy

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Date: May 6, 2022

Location: Milano, IT

Company: Terumo BCT, Inc.

Requisition ID:  29106  

 

At Terumo Blood and Cell Technologies, our 7,000+ global associates are 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.

 

TECHNICAL IMPLEMENTATION SERVICE ENGINEER ITALY

JOB SUMMARY

Provides a high level of Technical Service and IT support, Customer Implementation, according to established standards, within a defined territory or at any other customer within the region when needed.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

DUTIES

  • Performs installations, preventive maintenance and repairs, according to the companies' quality levels, following dedicated procedures, and using the specific checklists as appropriate and in a timely manner.
  • Pre-Assessment of customer IT infrastructures.
  • Negotiation, coordination with Account Manager, Product Specialist and with software company to define and develop interfaces between TerumoBCT Software and Software of Blood Bank or Hospital. Preparation and validation prior to move to production.
  • Systems implementation in conjunction and coordination with the Sales Consultant at customer site for TerumoBCT instruments in assigned area and when needed at any other customer within the region. Prepare and develop Customer Training Implementation for certified instruments.
  • Installation of (IT) Products related to TerumoBCT instruments and platforms.
  • Develop and prepare documentation for customer implementation of IT products.
  • Implementation and customer training for TerumoBCT IT products.
  • Planning and programming customer training or in-service activity (including corrective and preventive maintenance) according to local sales consultant or customer request. Training will be performed as per certified product knowledge and training capabilities.
  • Post sale support and first line troubleshooting on Terumo BCT machines: handle customer calls for technical problems, operating problems, troubleshooting issues (triaging)
  • Work  closely with Sales Consultant to agree on how to handle customers whose service contract has expired and who are asking for technical support
  • Work cross-functionally within EMEA to gain & maintain customer satisfaction
  • Register/copy outcome reviews of all handled procedures done on each machine
  • Ensure that data necessary for the correct invoicing of technical interventions is transferred to Customer Service Brussels in a timely accurate manner.
  • Handle customer calls for technical problems, operating problems, troubleshooting issues (triaging); others calls will be transferred to CS Brussels or Sales Consultant.
  • Post-sales support and first line troubleshooting on Terumo BCT machines
  • Work closely with Sales Consultant to agree on how to handle customers whose service contract has expired and who are asking for technical support
  • Register/copy outcome reviews of all handled procedures done on each machine and collect and store data on server, accessible by clinical, R&D, marketing
  • Follow up, in conjunction and coordinated with Technical Implementation Service Supervisor, on service contracts to check expiration date and renewal and provide offer of maintenance contract to customers. Negotiation of service contracts will be done in cooperation with the sales consultant.
  • Generate service business within the territory as appropriate and work closely with sales to ensure Terumo BCT presence in territory.
  • Assist pre-sales meetings for technical/implementation topics
  • Assure the delivery and regular update of operators manuals (attached at the machine) at customer site
  • Work cross-functionally within EMEA to gain & maintain customer satisfaction.
  • Work and collaborate effectively with colleagues, sales representatives, customer service representatives, clinical specialists and customers
  • Communicates technical findings to appropriate in-house personnel
  • Performs any other additional duties or projects as assigned.

 

MINIMUM QUALIFICATION REQUIREMENTS

 

Education

  • High University Grade in Electronics, Digital and Computing Systems (5 years minimum).
  • High level in IT Infrastructure, Networking, Databases and Interconnectivity with different systems.

 

Experience

  • 5 years experience as a Field Service Representative and IT support with a consistent high performance, in medical device environment.

 

Skills

  • In line with Terumo's Core Values:
    • Respect               – Appreciative of others
    • Integrity – Guided by our mission
    • Care      – Empathic to patients
    • Quality – Committed to excellence
    • Creativity – Striving for innovation

 

  • Strong analytical thinking as well as the ability to apply logical methods in identifying and solving technical problems
  • Requires high level of organizational and territory management skills
  • Demonstrated strong personal interactive skills
  • Relates well to a wide variety of cultures
  • Demonstrated accountability for field service administrative tasks
  • Requires the ability to carry out the physical requirements of the job including physical transport, lifting, pulling, twisting and operation of equipment
  • Ability to regularly lift and/or move up to 25 kg and occasionally lift and/or move in excess of 25 kg using lifting aids, technologies, or appropriate tools
  • Speaks, reads and writes fluently in the local language, plus fluent in English.
  • Demonstrated high IT capabilities, Software and Hardware knowledge (Windows, Databases, SQL)
  • Networking knowledge (file transfer, Wi-FI & IP addressing, VPN, remote control)
  • Willingness to drive up to 50.000km/year, flexibility on day schedule, overnight stays

 

Certificates, Licenses, Registrations

  • Requires to be certified (sign off) on assigned products
  • Possesses a valid driving license for a car

 

ADDITIONAL INFORMATION

  • Based:  Milano region - Italy
  • Reporting to: Technical Implementation Service Supervisor 
  • Able to travel frequently.
  • Able to spend several weeks while getting product service certification in Leuven/Zaventem (including IT products).

 

  • 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


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