Customer Support Technical Specialist II

Customer Support Technical Specialist II

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 a Customer Support Technical Specialist II, you'll be a trusted subject matter expert supporting life-saving medical technologies across the region. In this highly visible role, you'll combine your technical expertise, training skills, and customer focus to deliver advanced troubleshooting support, lead technical training programs, influence product improvements, and serve as a key partner to field service teams and healthcare customers.

You'll collaborate with engineering, quality, and product teams, support clinical evaluations, analyze product performance trends, and help drive continuous improvement initiatives. This is an excellent opportunity for a hands-on professional who enjoys solving complex technical challenges, mentoring others, and making a meaningful impact in a dynamic medical device environment.

Essential Duties:

• Delivers technical training programs, on site and at customer locations.
• Represents customers and field support associates for product enhancements and initiates change.
• Delivers internal technical service and customer training.
• Assists in clinical trials or field verifications including equipment support/training, site selection, and training of participants.
• Analyzes product complaint trends and implements corrective actions.
• Performs ongoing market assessment of customers' technical needs and problems.
• Provides direct phone support to Regional customers and Regional field associates.
• Supports the equipment used in training classes and Marketing trade shows.
• Travels to customer sites as Regional Subject Matter Expert to assist in diagnosing equipment failures.
• Maintains tools used in Regional training classes, ensuring good working condition and calibration.
• Communicates detailed input/feedback to the company to recommend changes in product design, manufacturing, quality or any other aspect of the product or service.
• Reviews ECO's to ensure changes meet the needs of service personnel and customers.
• Provide troubleshooting and technical support to customers and technicians.
• Guides and supports Technical Specialist I.
• Reviews and provides feedback for service documentation (i.e. Spare part instructions and PM procedures).
• Develops, tracks, reports, and acts upon Regional Support and Equipment metrics.

Minimum Qualification Requirements:

• Education:
  
  Bachelor's degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
• Experience:
  
  Minimum 5 years experience preferably in a technical support, mechanical engineer, or electrical engineer role.
• Skills:
  
  Strong, demonstrated knowledge of products and therapies. Demonstrated ability and desire to teach. Demonstrated self-confidence and effectiveness in dealing with a wide variety of student types. Demonstrated ability to communicate effectively both verbally and in writing. Ability to interact professionally and effectively with customers, physicians, nurses, and other technical medical staff. Desire and ability to mentor others within the Customer Support Team.
  
  Knowledge of the repair and maintenance of pre-treatment systems including boost pumps, multimedia filters, water softeners, and carbon tanks is required. Knowledge of…