Customer Technical Support Specialist II
Location
Lakewood, CO | United States
Job description
Requisition ID: 31716
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: Customer Technical Specialist II-NON IT HELPDESK ROLE JOB SUMMARY Working without significant direction delivers and assists in the development of technical training. Provides complex problem solving services in either a field or headquarters environment for Field Service representatives and customers. Provides field input to in-house groups with regard to product information/development. Assists development of support documentation, service tools, and spare parts.
ESSENTIAL DUTIES - Delivers technical training programs, on site and at customer locations.
- Represents customers and field support associates for product enhancements and initiates change.
- Delivers internal technical service and customer training.
- Assists in clinical trials or field verifications including equipment support/training, site selection, and training of participants.
- Analyzes product complaint trends and implements corrective actions.
- Performs ongoing market assessment of customers' technical needs and problems.
- Provides direct phone support to Regional customers and Regional field associates.
- Supports the equipment used in training classes and Marketing trade shows.
- Travels to customer sites as Regional Subject Matter Expert to assist in diagnosing equipment failures.
- Maintains tools used in Regional training classes, ensuring good working condition and calibration.
- Communicates detailed input/feedback to the company to recommend changes in product design, manufacturing, quality or any other aspect of the product or service.
- Reviews ECO's to ensure changes meet the needs of service personnel and customers.
- Provide troubleshooting and technical support to customers and technicians.
- Guides and supports Technical Specialist I.
- Reviews and provides feedback for service documentation (i.e. Spare part instructions and PM procedures).
- Develops, tracks, reports, and acts upon Regional Support and Equipment metrics.
MINIMUM QUALIFICATION REQUIREMENTS Education Bachelor's degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
Experience Minimum 5 years experience.
Skills - Strong, demonstrated knowledge of products and therapies.
- Demonstrated ability and desire to teach.
- Demonstrated self-confidence and effectiveness in dealing with a wide variety of student types.
- Demonstrated ability to communicate effectively both verbally and in writing.
- Ability to interact professionally and effectively with customers, physicians, nurses, and other technical medical staff.
- Desire and ability to mentor others within the Customer Support Team.
- Knowledge of the repair and maintenance of pre-treatment systems including boost pumps, multimedia filters, water softeners, and carbon tanks is required.
- Experience with SAP, Salesforce and ServiceMax preferred.
- Experience in troubleshooting computer hardware problems and performing computer diagnostics desirable.
- Computer skills including MS office and 2D drawing programs required.
- Knowledge of and use of PC software applications and skills to use them effectively.
-Or-
An equivalent competency level acquired through a variation of these qualifications may be considered.
PHYSICAL REQUIREMENTS General Labor Environment requirements include: use of personal protective equipment, reading, speaking, hearing, walking, bending, standing, stretching/reaching, hand/finger dexterity, and occasional lifting up to 50 pounds, or transporting up to 500 pounds via carts or mechanized equipment.
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.
Additional Physical Requirements Extensive travel may be required.
Target Pay Range: $66,200.00 to $82,800.00 - 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: 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.
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