Senior Manager, Regional Technical Service

About the role

Join Terumo Blood and Cell Technologies as a Senior Manager, Regional Technical Service. You will lead 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.

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.
• Works 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.
• Makes sure metrics are monitored 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.
• Identifies 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.

Qualifications

• Education: Bachelor’s degree or equivalent in a technical field.
• Experience: 10+ years of progressive experience, 5 of which have been in a supervisory capacity.
• Experience: Experience with process efficiency and program/project management methods.
• Experience: Experience in developing and implementing initiatives that led to established best practices for training and supporting field operations.
• Experience: Experience developing annual objectives and budgets.
• Experience: Experience in a regulated industry.

Skills

• 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.

Benefits

Competitive total reward offerings including compensation, benefits, recognition, and a wealth of other well-being, work-life and recognition programs.