IT Technical Implementation Engineer EMEA

Job Band:  Job Band 9 (JB9) 
Hiring Manager:  Maarten Raemdonck 
Lead Recruiter:  Paulina Piotrowska 
Country:  Belgium 

Our ability to grow, develop new capabilities and serve even more patients around the world depends on associates like you, who are passionate about our mission. Thank you for considering this new opportunity to further unlock your potential.

JOB SUMMARY

Apply in-depth knowledge of Software/IT systems and networks to integrate Terumo BCT blood-processing equipment into customers' IT environments.

• Become certified to install, implement and support Terumo BCT Software products remotely or at customer sites


• Perform installations/implementations of Software Solutions remotely or at customer sites, interacting with customers' technical staff as necessary


• Provide Support for our Software Solutions to our existing customers


• Provide Software related Sales support to the commercial organization


• Actively participate in Global Cross Functional teams

ESSENTIAL DUTIES AND RESPONSIBILITIES

Product Implementations and Customer Support

• Assist in defining the implementation and support processes and tactics for Terumo BCT Software Solutions in EMEA.


• Provide remote or on-site guidance to EMEA customers and their IT support persons with regards to the installation, full configuration and support of Servers, PC’s, and peripheral devices that interact with Terumo BCT products, per specifications.


• Respond to support requests from EMEA customers to resolve problems with product installation or usage.


• Document each installation (i.e., create and maintain the "as built" records) and provide installation reports


• Maintain proficiency as products and customer-support policies mature


• Define and conduct training for Terumo BCT and Distributor Technical Service Engineers (EMEA) on basic installation and troubleshooting activities of Terumo BCT Software products.


• Support and coach the trained Terumo BCT and Distributor Technical Service Engineers (EMEA) for basic installation and troubleshooting activities.


• Work cross-functionally within EMEA on a Global level to gain & maintain customer satisfaction.


• Keep track of complete inventory of equipment used in installations and validations.


• Collaborate with field-service technicians to continually improve the experience of the customer and the efficiency and quality of field activities


• Collaborate with Sales teams across EMEA to provide Sales Support regarding the offered Software Solutions


• Perform any other additional duties or projects as assigned.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor level education in the area of Computer Science (or equivalent thereof) .

Experience

• At least 5 years proven track record  in IT implementations, or in a professional IT environment, including implementing hardware and software solutions and diagnosing /resolving problems

• Favor will be given to candidates with experience in:
  
  
  
  • A medical device or related industry
  
  
  • Integrating special-purpose electronic devices into general-purpose, business networks
  
  
  • Supporting international customers who are external to one's own organization
  
  
  • Conducting training of other qualified individuals
  
  
  
  

Skills

• In line with Terumo BCT's Core Values (Respect, Integrity, Care, Quality, Creativity)


• Proficiency in functional/technical IT skills: Good knowledge of installation and troubleshooting of IT HW & SW


• Good knowledge of database concepts (SQL) and assist with database deployments. Also needs to be proficient with the use of SQL*plus/SQL queries


• Good knowledge of wired and wireless networks: TCP/IP connectivity, Routing, Network Address Translation (NAT),  HTTP/HTTPS, Security Protocols, …


• Good presentation & training skills


• Technical learning


• Problem solving/solution provider


• Excellent written & oral English language skills and at least one other European language


• Strong overall communication skills/ interpersonal savvy


• Strong organizational, planning & priority setting skills


• Customer focus


• Business acumen/ commercial flair


• Cross- cultural agility & sensitivity

ADDITIONAL INFORMATION

• Based: Brussels office – EMEA (Hybrid Work from Home possibilities)


• Reporting to : Software Support Manager- EMEA.


• Must be willing and able to travel (up to 30%) throughout Eastern and Western Europe, Middle East, and Northern & Southern Africa. Occasional travel to the US is also possible for training purposes.