Medical Device Customer Support Technical Specialist

Requisition ID : 31987

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 SUMMARY

Working without significant direction, provides complex problem-solving services in either a field or headquarters environment for customers.

Works cross functionally with customer and internal engineering teams to troubleshoot and resolve medical device issues.

ESSENTIAL DUTIES

• Provides device service support to company associates and customers.
• Takes care of direct phone support to customers and field repair staff in the appropriate region.
• Handles all aspects of call from initiation to resolution. Logs information into call tracking systems.
• Escalates challenging technical customer service issues to Global groups for further resolution.
• Reviews and provides feedback for service documentation (i.e. Spare part instructions and PM procedures).
• Maintains equipment used for training.
• Maintains tools used in training classes ensuring good working condition and calibration.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Two year technical degree.

Experience

Minimum 2 years experience.

Skills

• Demonstrated ability to communicate effectively both verbally and in writing.
• Demonstrated ability to use logical methods to identify and solve equipment problems.
• Desire to teach service training courses.
• Knowledge of troubleshooting computer hardware problems and performing computer diagnostics desirable.
• Knowledge and use of PC software applications and skills to use them effectively.

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, traverse, 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

Requires travel.

Target Pay Range : $51,600.00 to $64,500.00 - 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.
30+ days ago