Requisition ID: 32161

At Terumo Blood and Cell Technologies, our 7,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.

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.

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. Consider joining our team and unlock your potential.

JOB TITLE: Global Software Deployment and Support Leader

JOB SUMMARY

The Global Software Deployment and Support Leader provides leadership, vision, and strategic direction for software support, and training for all stand-alone software products and solutions. The position manages a global program of post-sale support for the application, networking, troubleshooting, integration, and optimization of stand-alone software support platforms by unifying methods, information, and communication into a single global program, with a common set of training, tools, procedures, and technical information.The Global Software Deployment and Support Leader is a key leadership position within Global Services providing direction to Regional Support leaders worldwide aiding with support of all aspects of software support globally.

ESSENTIAL DUTIES

• Executes strategic direction and leadership of global programs for implementation, training, support, and troubleshooting of company products and applications, including development of user technical documentation and training classes.
• 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.
• Responsible for software point of escalation for customer software product operational issues. Advocate the voice of customer to Business Management team and provide inputs to ensure customer and internal stakeholder (Service, Manufacturing, Quality) perspectives are understood and managed. Actively define and lead Global Services projects surrounding trending and new customer issues.
• Responsible for the efficient allocation of technology, support, and training resources impacting the software support organization.
• Partner and develop sustaining software products intake/output processes and escalations with R&D for both software platforms ensuring the success of the customer experience.
• Monitors metrics and works with other organizations 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 global regulations for the company's operational product support and training programs. Drives changes to procedures when necessary to maintain compliance.
• Supports the development and presentation of product, and/or systems applications training programs, customer training, trainer training, symposiums, and seminars.
• 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 new, competitive Service/Support product offerings.
• Assist in development of annual budget with ITS leadership and monitor spending activities.
• Balance workload to support required support, assist in training team members, monitor performance, track metrics for service and customer satisfaction and promote a positive, teamwork environment.
• Lead the planning and implementation of major modifications to the support regional infrastructure.

MINIMUM QUALIFICATION REQUIREMENT

Education

Bachelor's degree or an equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

• Minimum 10 years of experience in a related field, of which a minimum of 5 years is in progressively more responsible managerial positions.
• Experience with global software support team organization, structure, and process development.
• Experience in developing and implementing initiatives that led to best practices for training and supporting field and customer operations.
• Experience developing annual and long-range plans, objectives, budgets, and policies.
• Minimum 5 years' experience managing Service Desk and/or Desktop Support, preference for both. Experience managing staff in global locations.
• Proven experience in improvement process implementation required. (ITIL, Six Sigma or TQM certification a strong plus.
• Experience and aptitude with current security, communications protocols, computer systems and industry software support standards.

Competencies and Skills

• Strategic Mindset / Global Perspective- thinks strategically and broadly with varied viewpoints to effectively implement plans.
• Business Acumen / Customer Focus - understands the market, industry trends, the complex ecosystem, and anticipates and uses customer insights that provide services beyond their expectations.
• Drives for Results / Ensures Accountability - sets aggressive goals, translates strategy into execution, promote a sense of urgency, and persist in the face of challenges and setbacks.
• Drives Engagement (Influencing across functions/regions) - creates a positive and motivating work environment where contributions are visible and valued.
• Builds Teams and Develops Talent - develops diverse, high-performing teams in highly matrixed environments. Passion to coach, mentor, and motivate.
• Instills Trust - unquestionable integrity, ethics, and character. A role model for the Terumo Core Values.
• Culture/Motivational Fit - can thrive and work in a VUCA environment (volatility, uncertainty, complexity, ambiguity), and willing to travel with flexible work hours driven by global time zones.
• In-depth hardware and software diagnostic/troubleshooting/networking in a diversified global environment.
• Advanced knowledge of data center operations, facilities management, network management principles and processes, industry standard practices and process management of regulated and audited systems.

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

Certificates, Licenses, Registrations

Must have a valid passport.

PHYSICAL REQUIREMENTS

Typical Office Environment requirements include reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

Additional Physical Requirements

Travel required (up to 25%).

Target Pay Range:$209,800.00to$262,200.00 -Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data
Target Bonus on Base:30.0%

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family.Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more.To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates.For us, it's about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
• We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
• We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
• Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
  • Respect - Appreciative of others
  • Integrity - Guided by our mission
  • Care - Empathetic to patients
  • Quality - Committed to excellence
  • Creativity - Striving for innovation
• We contribute to the Leukemia and Lymphoma Society (LLS), raising $1.3 million USD since 2007.

We are proud to be an Equal Opportunity Affirmative Action Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment.Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.