Territory Support Specialist

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Terumo Medical Corporation (TMC) develops, manufactures, and markets a complete, solutions-based portfolio of high-quality medical devices used in a broad range of applications for numerous areas of the healthcare industry. TMC places a premium on providing customers with world-class products, training and education programs that drive clear economic value, better clinical outcomes and improved quality of life for patients. TMC is part of Tokyo-based Terumo Corporation;

one of the world’s leading medical device manufacturers with $6+ billion in sales, 30,000+ employees worldwide and operations in more than 160 nations. Terumo Medical Corporation is comprised of two strategic business divisions:
Terumo Interventional Systems and Terumo Medical Products.

The Territory Support Specialist (TSS) is responsible for supporting TIS business goals determined annually by the Business Support Manager (TSM) in support of the overall Territory. Help support Territory Managers (TM) and Region Managers (RM) achieve their respective territory and regional sales goals determined annually by the TIS executive leadership team by cultivating relationships with the assigned territory to ensure customer satisfaction and identify potential opportunities.

Ensure thorough and timely follow-up to customer’s questions and concerns by effectively communicating and partnering with cross functional teams such as TM’s and RM’s, Customer Care, Marketing and field inventory Management. Support RM’s and TM’s with more complex order and inventory management processes and identifies and implements process improvements.

• Support the goals assigned to the TSS by the TSM, as determined in collaboration with TIS sales leadership.
• Help TMs in the field to call or email customer care to place an order when emergent or in a time sensitive situation.
• Order Tracking
• TM Training on Tracking Orders when PO has shipped
• TSS to Track when the PO has not shipped yet
• Assist field sales team with sample orders when having technical issues or need marketing approval
• In emergent situations, TSS will support the field with administrative support on minor items, e.g. look up specific codes or account numbers, but this is on an exception basis and should be handled by the TM in most instances.
• Assist the field sales team in applying Bill-only POs with field inventory and managing “duplicate protection” periodically each business day. Work with Customer Care to get these processed to close field inventory scans.
• Manage PIF process, including helping manage qualified bulk requests that have been vetted out by TM/RM in advance that were approved by Area Leader.
• Provide “white glove” account service/support for a limited number of accounts of high strategic value, while developing relationships in these accounts to help drive business through increased awareness of upcoming cases.
• Interact with Marketing to address RM/TM/customer questions and inquiries.
• Support lead monitoring and contact TMs to help ensure prompt lead closure and campaign ROI calculation.
• Provide support on requests to physicians or other HCPs to “opt in” to Terumo online outreach via CRM-based lead management tools.
• Work with Product Management to maintain current cross-reference data as assigned.
• Identify and quickly respond to competitive threats within the territory. Communicate market intelligence/competitor activity promptly to Region Manager, TSM and to relevant Marketing management.
• Train and mentor newly hired TSSs.
• Handle all requests from Customer Administration forwarded to the TSS, assuring a timely resolution.
• Participate in Area and National sales meetings to assure strong alignment and collaboration with Sales and…