Technical Service Supervisor DACH

Requisition ID: 32843

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 SUPERVISOR - DACH

JOB SUMMARY

Leads a team of approx. 10 Technical Service Engineers within the DACH Region (Germany, Austria and Switzerland) to provide a high level of technical service, according to established standards, within a defined territory.

This leadership role reports into the General Manager for CENTRAL EUROPE (CE) Region and will be based in the DACH region.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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.
• Own planning and programming of the preventive maintenance operations, installation and repairs in the given territory.
• Assure the delivery and regular update of operator’s manuals (attached at the machine) at customer site.
• Work and collaborate effectively with colleagues, sales representatives, customer service representatives, clinical specialists, and customers.
• Collection and upload run data files of TBCT devices (DLOGs) on server, accessible by clinical, R&D, marketing.
• Handle all customer calls for technical issues and transmit non-technical questions to sales consultants, clinical, as appropriate.
• Follow up on contracts to check expiration date and renewal.
• Communicates technical findings to appropriate in-house personnel (e.g. product specialist, marketing, medical affairs, field implementation …).
• Systems implementation in conjunction and coordination with the implementation specialist.
• Post-sales support and first line trouble shooting on BCT machines and their applications. Performs any other additional duties or projects as assigned.
• Responsible and accountable for all assigned company assets.
• Coordination of non-contracted technical support (in conjunction with local back-office) Complete administration, documentation, and action report per organization policy and procedures.

LEADERSHIP TASKS

• Coaching for Technical Service Engineers to manage workload to ensure strong customer support, assisting in training staff, monitoring performance and promoting teamwork in a positive environment.
• Evaluate for their team training needs and support existing training programs.
• Ensure team’s actions align with established quality, regulatory and other rules and guidelines for TerumoBCT Corporate and EMEA.
• Full planning of Emergency Hotline for Germany.
• Generate service business within the territory as appropriate and work closely with sales to ensure Terumo BCT’s presence in territory.
• OpEx- and Service revenue planning for each financial year.
• Assist pre-sales meetings for technical topics as well as EMEA Supervisor meetings.
• Assure correct management of the invoicing of the technical interventions for the DACH region.
• KPI and WO-Audit evaluation and reporting to Field Service Manager Direct Markets EMEA.
• Interface between DACH Software Support and Sales/ Management for implementational information.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Minimum 3 years of technical higher education and/or equivalent of 5 or more years of applicable experience or.

Experience

Minimum 3 years as a Field Service Representative with consistently 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
• Certified technical training.
• Certified trainer for products that the employee will train others on.
• Strong analytical thinking as well 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.
• Speaks, reads and writes English fluently, as well as at least one local language.
• Possesses a valid driving license for a car.

ADDITIONAL INFORMATION

• Based: Country Office/ field- based - EMEA.

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