Senior Manager, Regional Technical Service

Terumo BCT, Inc. • Denver, CO

46d • $156,300 - $195,300 • Hybrid

About The Position

At Terumo Blood and Cell Technologies, our 8,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world. For Terumo, for Everyone, Everywhere. 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. Advancing healthcare with heart. 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. Join us and help shape wherever we go next. You create your future and ours. As the Senior Manager, Regional Technical Service, you will lead and develop a high performing team responsible for delivering best in class service operations, installations, and customer support while driving operational excellence, cost efficiency, and customer satisfaction. You will partner closely with global and cross functional leaders to execute strategic service initiatives, influence product and support offerings, and ensure teams are equipped with the tools, training, and processes needed to succeed. This role offers the opportunity to blend technical expertise, business strategy, and people leadership to drive innovation, optimize performance, and expand revenue generating service capabilities, all while making a direct impact on customer success and organizational growth.

Requirements

• Bachelor’s degree or an equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered, preferably in a technical field.
• 10+ years of progressive experience, 5 of which have been in a supervisory capacity.
• Experience with process efficiency and program/project management methods.
• Experience in developing and implementing initiatives that led to established best practices for training and supporting field operations.
• Experience developing annual objectives and budgets.
• Experience in a regulated industry.
• Effective leadership, managerial and facilitation skills.
• Excellent people and process management skills.
• Solid understanding of support processes and metrics.
• Demonstrated ability to lead a multi-discipline team working on multiple projects.
• Skilled ability to balance commercial and development needs to accomplish global business area goals.
• Detail, process, and report oriented to ensure team members are focused on tasks at hand and management is informed of opportunities, challenges, and obstacles.
• Broad management experience across and recognized as an expert within and outside of the Company with fully developed leadership skills and a deep understanding of broad issues vital to the company working with multiple functions that are unrelated.
• Initiative to strive to understand customers and their environment coupled with a goal of delivering products and services that exceed customer needs.
• Market and industry knowledge, including customer/business issues, alliances, trends, and competitive issues.
• Knowledge and use of relevant PC software applications and skills to use them effectively.
• Demonstrated ability to communicate effectively both verbally and in writing.
• An equivalent competency level acquired through a variation of these qualifications may be considered.

Responsibilities

• Develop, evaluate, and review technical service, support procedures and standards, and update them as needed.
• Monitor the cost and effectiveness of activities to optimize resources, prioritize spending, and achieve timeliness, reliability, and customer satisfaction standards.
• Plan, prioritize, and implement Service Activities to fulfill all established strategies, customer requirements, contracts, and agreements.
• Support and engage cross functional leaders, to execute and support Service Activities according to company global plans, goals, and objectives.
• Estimate the cost, time, and resources required for installations, upgrades, and other technical services.
• Prepare work orders and monitor the progress of work against estimates.
• Research, evaluate, and recommend new equipment and tools to enhance the capabilities of the technical service team.
• Keeps abreast of technology in assigned areas of responsibility and recommends technical solutions to business problems.
• Select, lead, evaluate, and develop a team of service leaders to manage their own team of engineers and technicians to ensure that Service Activities including installations are completed on-time, within budget, and according to customer requirements.
• Develop vision and organization to support current and future product portfolio as well as current and future market structure and organization.
• Update technical and engineers technical knowledge.
• Ensures all technicians and engineers are properly trained to provide support to customers in all company technologies.
• Work with global leadership to evolve technical services accordingly, to the development of TBCT products.
• Manages and provides leadership for the functional group’s development, direction, and effectiveness, adhering to organizational policies and processes and supporting overall business and corporate objectives.
• Prepares the network of regional and local associates to support and train customers.
• Monitors metrics and works with other functions within the company to support effective development, commercialization, and development improvements for all company products.
• Understands customer operational issues and works to resolve problems with product, procedures, and policies, driving change where necessary to resolve these issues.
• Ensures compliance with requirements of FDA, OSHA, and other global regulations for the company’s operational product support and training programs. Drives changes to procedures when necessary to maintain compliance.
• Prepares and manages approved budget.
• Works with Regional Service and Product Management teams to develop strategies for differentiation, positioning, and pricing of current relevant Service/Support products and the development of new competitive Service/Support product offerings.
• Identify business opportunities to generate extra service revenues. Assesses the effectiveness and needs of the regional operational support programs, with metrics indicating effectiveness, progress with initiative, profitability, and opportunities on a continual basis.
• Establish and maintains a strong communication link between Technical Service, Software Solutions, Commercial, and Quality.

Benefits

• multiple group medical, dental and vision plans
• a robust wellness program
• life insurance and disability coverages
• a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more
• 401(k) plan with a matching contribution
• vacation and sick time programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior