Distributor Field Service Coordinator

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Oversees the field service activities by Authorized Service Providers (distributors and sub-contractors) on Terumo Europe products within EMEA and Terumo BCT product within Central Europe, ensuring a high level of technical service in compliance with established standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Distributor Field Service Coordinator is the key liaison between Authorized Service Providers (ASPs), Terumo Europe and Terumo BCT within EMEA region.
Assure that customers using Terumo BCT and Terumo Europe products are receiving the expected service level. Coordinate, assist & monitor Authorized Service Providers (ASPs) to ensure strong technical customer support:
Keeps the overview of ASPs, certified technical service engineers and coordinate training needs.
Keeps the overview on open issues, coordinate technical service issues and transmit non-technical questions to commercial consultants, clinical, … as appropriate.
Drive, support and monitor timely implementations of Field Safety Corrective Actions/Field Actions.
Monitor service performance and appropriate service reporting.
Monitor & audit (onsite or remotely) the ASP’s in a regular way for compliance with Terumo BCT service procedures and expectations and the level of service offered to customers.
Play a key role in identifying, selecting and setting contracts of new ASP’s as needed.
Participate to service performance review meetings
Review and approve service activity invoices of ASP’s.
Contribute to projects that support the business.
Work and collaborate effectively with colleagues, commercial representatives, customer care representatives, clinical specialists, marketing, field implementation, software solution, Quality of Terumo BCT, Terumo Europe and their customers.
Complete administration and documentation per organization policy and procedures.
Setup and maintain processes in order to have a fruitful collaboration between different departments in TE and TBCT.
Contribute to up to date SLA Agreement between TE and TBCT.
Perform any other additional duties or projects as assigned.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Min. Bachelor certificate, preferrable technical or equivalent

Experience

5 or more years of applicable experience in international multicultural environment, with a consistent high performance preferably in the healthcare sector

Skills

In line with Terumo BCT’s Core competencies:
Ensures Accountability, Instills Trust, Customer Focus, Collaborates, Plans & Aligns
Prioritizing, time management and organization skills.
Self-motivated and able to work with minimum supervision.
Strong process oriented in compliance with existing procedures.
Strong analytical thinking as well the ability to apply logical methods in coordinating solutions
Demonstrated communication, relationship management and strong interpersonal skills
Strong Team player
Relates well to a wide variety of cultures.
Demonstrated accountability for administrative tasks, with eye for accuracy.
Speaks, reads and writes English, good basic understanding of French language would be an asset, any other language would be an added value.
Possesses a valid driving license for a car.
Proficiency in MS office programs; Excel, Sharepoint, Outlook, Powerpoint, Visio.
Experience with audits and quality systems is a plus.

Certificates, Licenses, Registrations

Obtain ISO 9001 (auditor) certificate or equivalent.

Obtain technical training sign-off on at least one TBCT & TE product

Equipment

N/A

ADDITIONAL INFORMATION

Based: Terumo BCT Office – Leuven (Belgium)
Reporting to: EMEA Distributor Field Service Manager
Travel: upto 40%; free to travel within territory

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