Technical Service Engineer

Job Band:  Job Band 11 (JB11) 
Hiring Manager:  Lukasz Dramski 
Lead Recruiter:  Paulina Piotrowska 
Country:  Poland 

Our ability to grow, develop new capabilities and serve even more patients around the world depends on associates like you, who are passionate about our mission. Thank you for considering this new opportunity to further unlock your potential.

JOB SUMMARY

Provides a high level of Technical Service, according to established Terumo BCT standards, within Northwest Poland territory.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Technical Service

• Perform installations, preventive maintenance and repairs in a timely manner of Terumo BCT equipment or Distributed Products, according to the companies' quality levels, following dedicated procedures, and using the specific checklists provided.
• Post-sales support by first line technical troubleshooting on Terumo BCT equipment or Distributed Products and handle customer calls for operating problems, troubleshooting issues (triaging).
• Follow up on expiry and renewal date of service contracts under supervision and coordination of Supervisor. Contribute to negotiation of service contracts with the sales consultant.
• Work  closely with Sales Consultant on how to handle customer support requests in case of expired contracts.
• Record and transfer accurate data for correct invoicing of technical interventions  in a timely manner.
• Communicate technical findings to appropriate departments.
• Collect and store data (dlogs) from all equipment, making it accessible for analysis to appropriate departments:  Quality, Technical support, Sales & Implementation

General

• Manage own planning of all on-site and remote activities in collaboration with supervisor and team members.
• Timely complete administration, documentation and activity reports per organization policy and procedures.
• Work cross-functionally within EMEA to gain & maintain customer satisfaction
• Contribute in generating 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
• Performs any other additional duties or projects as assigned.Effective Trunk stock and spare part management
• Complaint Handling in line with responsibilities of active SOPs
• Responsible and accountable for all assigned company assets.

MINIMUM QUALIFICATION REQUIREMENTS

Education

• Technical higher education or equivalent

Experience

• 5 or more years of applicable experience as a Field Service Representative with a consistent high performance in healthcare sector.

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
• Problem solving mindset with strong analytical thinking to identify and solve problems
• Requires high level of organizational and territory management skills
• Demonstrated strong personal interactive skills
• Demonstrating constructive mindset
• Relates well to a wide variety of cultures
• Work cross functionally and collaborate effectively
• Demonstrated accountability for field service administrative tasks
• Take good care
• 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 English., as well as at least one local language
• Demonstrated basic IT capabilities: Software, Hardware and Networking knowledge

Certificates, Licenses, Registrations

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

ADDITIONAL INFORMATION

• Based in Greater Poland Voivodeship
• Able to travel frequently within Northwest Poland
• Reporting to Technical service, implementation & software supervisor Poland & Czech