Service and Implementation Engineer

Job Band:  Job Band 11 (JB11) 
Hiring Manager:  Alexandre Rui Carvalho 
Lead Recruiter:  Paulina Piotrowska 
Country:  Portugal 

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 and IT support, Customer Implementation, according to established standards, within a defined territory or at any other customer within the region when needed.

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.
• Pre-Assessment of customer IT infrastructures.
• Negotiation, coordination with Account Manager, Product Specialist and with software company to define and develop interfaces between TerumoBCT Software and Software of Blood Bank or Hospital. Preparation and validation prior to moving to production.
• Systems implementation in conjunction and coordination with the Sales Consultant at customer site for TerumoBCT instruments in assigned area and when needed at any other customer within the region. Prepare and develop Customer Training Implementation for certified instruments.
• Installation of (IT) Products related to TerumoBCT instruments and platforms.
• Develop and prepare documentation for customer implementation (of IT) products and instruments.
• Planning and programming customer training, implementation or in-service activity (including corrective and preventive maintenance) for (IT) products according to local sales consultants or customer requests. Training will be performed as per certified product knowledge and training capabilities.
• Ensure that data necessary for the correct invoicing of technical interventions is transferred to Customer Service Brussels in a timely accurate manner.
• Handle customer calls for technical problems, operating problems, troubleshooting issues (triaging); others calls will be transferred to CS Brussels or Sales Consultant.
• Post-sales support and first line troubleshooting on Terumo BCT machines
• Work closely with Sales Consultant to agree on how to handle customers whose service contract has expired and who are asking for technical support
• Register/copy outcome reviews of all handled procedures done on each machine and collect and store data on server, accessible by clinical, R&D, marketing
• Follow up, in conjunction and coordinated with Technical Implementation Service Supervisor, on service contracts to check expiration date and renewal and provide offer of maintenance contract to customers. Negotiation of service contracts will be done in cooperation with the sales consultant.
• Generate 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
• Assure the delivery and regular update of operator's manuals (attached at the machine) at customer site
• Work cross-functionally within EMEA to gain & maintain customer satisfaction.
• Communicates technical findings to appropriate in-house personnel
• Performs any other additional duties or projects assigned.

MINIMUM QUALIFICATION REQUIREMENTS

Education

• High University degree in technical direction or IT or equal through experience

Experience

• 5 years of experience as a Field Service Representative and IT support with a consistent high performance, in medical device environment.
• High level of knowledge in IT Infrastructure, Networking, Databases and Interconnectivity with different systems.

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
• Demonstrated high IT capabilities, Software and Hardware
• Strong analytical thinking as well as the ability to apply logical methods in identifying and solving technical problems
• Requires high level of organizational and territory management skills
• Demonstrate 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
• 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 the local language, plus fluent in English. Spanish is an additional asset

Certificates, Licenses, Registrations

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

ADDITIONAL INFORMATION

• Based:  North of Portugal
• Reporting to: Technical Implementation Service Supervisor Iberia
• Able to travel frequently within Portugal and Spain
• Able to spend several weeks while getting product service certification in Leuven/Zaventem (including IT products)

   WHAT WE OFFER

• The opportunity to work for a global leader in blood and cell technologies serving customers in more than 130 countries
• Collaborate with talented colleagues who demonstrate our core values of respect, integrity, quality, creativity and care and are guided by our Mission to 'Contributing to Society through Healthcare'
• An environment that encourages continuous learning, growth mindset and ownership
• Competitive salary and a wide range of benefits
• A flexible and hybrid workplace