Technical Service Engineer Germany

Requisition ID: 33345

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.

JOB TITLE: TECHNICAL SERVICE, IMPLEMENTATION & SOFTWARE ENGINEER GERMANY

JOB SUMMARY

Provides a high level of Technical Service, IT support and/or Customer Implementation, according to established standards, within a defined territory.

ESSENTIAL DUTIES AND RESPONSIBILITIES

DUTIES

Technical Service

1. 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 as appropriate.
2. 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).
3. 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.
4. Work closely with Sales Consultant on how to handle customer support requests in case of expired contracts.
5. Record and transfer accurate data for correct invoicing of technical interventions in a timely manner.
6. Communicate technical findings to appropriate departments.
7. Collect and store data from all equipment, making it accessible for appropriate departments to enable outcome reviews of all handled procedures.

Systems Implementation

1. Systems implementation of Terumo BCT instruments or Distributed Products at customer site within assigned territory in collaboration and coordination with the Sales Consultant.
2. Prepare and develop Customer Training Implementation for certified instruments.
3. Planning and programming of customer training on certified products or in-service activity according to local sales consultant or customer request.
4. Assure the delivery and regular update of operators manuals (attached at the machine) at customer site.

General

1. Manage own planning of all on-site and remote activities in collaboration with supervisor and team members.
2. Timely complete administration, documentation and activity reports per organization policy and procedures.
3. Work cross-functionally within EMEA to gain & maintain customer satisfaction.
4. Contribute in generating service business within the territory as appropriate and work closely with sales to ensure Terumo BCT presence in territory.
5. Assist pre-sales meetings for technical/implementation topics.
6. Perform any other additional duties or projects as assigned. Responsible and accountable for all assigned company assets.

MINIMUM QUALIFICATION REQUIREMENTS

Education

1. High university degree in technical or electronics or equal knowledge via experience (5 years minimum).
2. High level in IT Infrastructure, Networking, Databases and Interconnectivity with different systems.

Experience

1. Field engineer: 5 or more years of applicable experience or min. 3 years as a Field Service Representative with a consistent high performance, preferably in healthcare sector.
2. Field engineer + IT and/or Implementations: 5 years of applicable experience with a consistent high performance, preferably in healthcare sector.

Skills

1. 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
2. Problem solving mindset with strong analytical thinking to identify and solve problems.
3. Requires high level of organizational and territory management skills.
4. Demonstrated strong personal interactive skills.
5. Demonstrating constructive mindset.
6. Good communication & training skills.
7. Relates well to a wide variety of cultures.
8. Work cross functionally and collaborate effectively.
9. Demonstrated accountability for field service administrative tasks.
10. Take good care.
11. Requires the ability to carry out the physical requirements of the job including physical transport, lifting, pulling, twisting and operation of equipment.
12. 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.
13. Speaks, reads and writes fluently in English, as well as at least one local language.
14. Implementations & SW Solutions engineer: Demonstrated strong IT capabilities: Software, Hardware and Networking knowledge (Windows, Databases, SQL, file transfer, Wi-Fi & IP addressing, VPN, remote control).

Certificates, Licenses, Registrations

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

ADDITIONAL INFORMATION

1. Based: Germany – Leipzig.
2. Reporting to: Technical Service Supervisor DACH.
3. Able to travel frequently within assigned territory.
4. Able to spend several weeks abroad to obtain relevant product certifications.

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