Responsible for planning, organizing, coordinating and evaluating the field technical services operations in Turkey. Supervises the work of Technical Service Team, and provides a high level of field technical service according to established standards within a defined territory.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ensures that the reporting of all actions are done according to the quality rules and regulations.
Coaching for Technical Service Engineers to manage workload to ensure strong customer support, monitoring performance and promoting teamwork in a positive environment.
Evaluating team training needs
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
Maintaining coordination and collaboration within EMEA Field Service Organization
Managing technical service database
Handle all customer calls for technical issues and transmit non-technical questions to sales consultants, clinical team, as appropriate.
Follow up on contracts to check expiration date and renewal
Generate service business within the territory as appropriate and work closely with sales to ensure company’s presence in territory.
Assist pre-sales meetings for technical topics
Responsible and accountable for all assigned company assets.
Complete administration, documentation, and action report per organization policy and procedures
Work and collaborate effectively with colleagues, sales representatives, customer service representatives, clinical specialists, and customers.
Support training of customers, colleagues and distributors as per certified product knowledge and training capabilities
Communicates technical findings to appropriate in-house personnel (e.g. I&D, Global Equipment Support, product specialists, marketing, medical affairs, field implementation )
Contribute to systems implementation in conjunction and coordination with the implementation specialist
Post-sales support and first line trouble shooting on BCT machines and their applications
Creating maintenance contract definitions
Negotiation of the contract contents with the customer
Coordination of non-contracted technical support (in conjunction with local sales consultant)
Planning and programming of the preventive maintenance operations, installations and repairs
Installing and configuring and eventually troubleshooting the IT solutions for the relevant medical devices
Implementing, monitoring and reporting Timely Field Actions and any necessary upgrades
Planning spare part orders and stock levels in warehouse, coordinating warehouse and logistics activities with Logistics Coordinator
Attending to internal and external quality audits
Performs any other additional duties or projects as assigned
MINIMUM QUALIFICATION REQUIREMENTS
Engineering degree in Mechanical, Electrics and Electronics, Biomedical or other related fields.
Min. 3 years of technical higher education and / or equivalent of 5 or more years of applicable experience or min. 3 years as a Field Service Representative with consistent high performances in healthcare sector.
In line with Terumo Group Core & Leadership Competencies
Respect, Integrity, Care, Quality, Creativity)
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.
Good IT knowledge (eg. HW / SW, networking) + Microsoft Office packet.
Speaks, reads and writes English fluently.
Possesses a valid driving license for a car.
Has gained some leadership background via training and / or experience.
Effective written and verbal communication skills.
Strong ability to create / maintain relationships
Capable of working accurately and efficiently under pressure
Flexibility and willingness to travel
Based : Istanbul Office
Reporting to : Country Manager Turkey
Join Terumo BCT as we Unlock the potential of blood.
As we strive to make even safer, higher-quality transfusions available to more people, we can unlock the potential of blood and cell therapies.
We can help our customers bring even more treatment options to patients through advanced blood therapies. We can support researchers in developing cellular therapies that may fundamentally improve health care.
Terumo BCT is guided by our customers' needs, aspirations and ongoing drive to improve efficiency and patient outcomes.
Each associate has a positive impact on our future and the lives of the patients we ultimately serve.
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