Technical Excellence Specialist, North America

Terumo BCT, Inc.•Denver, CO

2d•$88,900 - $111,100•Remote

About The Position

As a Technical Excellence Specialist for North America, you'll serve as a trusted subject matter expert partnering with sales to support our customers by providing advanced technical guidance, driving successful product utilization, and optimizing customer operations. In a highly autonomous, field-based role, leverage deep clinical and technical expertise to address complex challenges, deliver data-driven insights that improve efficiency and patient outcomes, and build strong relationships as a strategic advisor to customers. Collaborate cross-functionally to elevate the overall customer experience and provide actionable field feedback that influences product innovation, while maintaining the flexibility to travel extensively and deliver meaningful impact in diverse care settings.

Requirements

Bachelor’s degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
Minimum 5 years of relevant technical or clinical experience, or 5 years of clinical support or relevant experience in a field sales or marketing environment.
Strong, demonstrated expertise in product and/or therapy knowledge.
Expert on all aspects of the product-line with the ability to conduct deep technical discussions.
Demonstrated ability and desire to teach. Demonstrated self-confidence and effectiveness in dealing with a wide variety of student types.
Keen ability to solve complex, technical problems
Ability to show maximization of the value that customers can derive from our products and services through productivity enhancements, discussions and trainings
Ability to interact professionally and effectively with customers and internal stakeholders.
Demonstrate effective leadership skills.
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.
RN, MT strongly preferred, however equivalent experience will be considered.
A valid Driver’s License is required.

Responsibilities

Achieves product training certification for all assigned products available in the supporting geography and functions as a subject matter expert for internal and external customers.
Maintains current knowledge on all products that are assigned including updates in certifications and sign-off training that qualifies them as trainers and subject matter experts for BCT customers.
Executes effective transfer of knowledge to customers during training.
Conveys information and ideas clearly through a variety of media.
Effectively meets or exceeds customer needs, builds productive customer relationships, and takes responsibility for customers’ satisfaction and loyalty with Terumo BCT products and services.
Performs a needs analysis at the customer’s site to support the implementation of BCT products and services, providing project management using appropriate tools for effective organization of the implementation process from the pre-sales phase to the on-going post implementation phase.
Provides assessment of technical, clinical, and operating processes in the blood center, apheresis unit and/or hospital environment.
Provides clinical or technical training support to field associates, if needed.
Identifies and solves complex and/or unusual customer problems in a timely manner.
Supports field sales initiatives by solving complex and/or unusual clinical or technical problems.
Documents and provides written solutions to recurring problems, including the training of others.
Identifies customer needs and assesses opportunities to deliver value.
Stays current on developments and trends in blood bank and/or apheresis market and technology industry.
Performs ongoing assessment of customers' technical needs and problems.
Provides detailed input/feedback to Product Management Team to recommend changes in product design, manufacturing, quality, or any other aspect of the product or service.
Interacts as a field expert with other functional areas of Terumo BCT to provide for a thorough exchange of information.
Supports development of implementation materials, documentation, and labeling with BCT subject matter experts and others.
Collaborates with cross-functional partners including Account Managers, Field Performance Team, Customer Service, Contract Administration, and other business areas to ensure a cohesive and consistent approach to meeting customer needs.
Communicates identified customer needs and opportunities to their sales consultants.
Develops and implements action plans with their assigned sales consultants that align with sales goals to ensure consistent and cohesive support to each of their customers.