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 $5+ billion in sales, 20,000+ 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.
Job Summary:
The Move Medical Systems Manager is the IT champion and expert of the field inventory management process and related commercial systems. This role helps to support commercial and field inventory business applications including Move-Medical FIM system, by working closely with the business, solution vendor and Terumo IT teams. This role facilitates user support activities, prioritization of system improvement through an intimate understanding of issues and needs of the business. The Move Medical Systems Manager facilitates releases by performing quality assurance (QA) testing of both Terumo-requested changes and new universal product updates made available from the SaaS solutions.
Job Details:
Responsibilities of this role will span both project-based work (when project(s) are active) as well as ongoing production support.
Projects
Own and document the clear, testable requirements for prospective and active projects while working closely with the business team.
Embrace the "Do like a user" mentality, where deeply understanding and performing system actions that users will use is paramount. Perform technical testing prior to end-users accessing new functionality or software changes.
Establish close working relationships with commercial excellence team, solution vendors, Terumo IT teams, and Sales personnel.
Work with business to Diagnose system issues using the SaaS application, web service logging tools, Excel file comparison, browser analysis tools, or other techniques.
Ownership of the Perform and document regression testing in preparation for maintenance or upgrade releases.
Perform and document testing on active projects together with business SME's.
During project discovery and design phase, work with the business to communicate to the stakeholders how the solution will work through verbal, illustrative / visual, and written documentation mediums (solution guide, diagrams, system walkthroughs, demos, etc.).
Throughout a project, identify potential system gaps and issues as soon as they become known.
Serve as IT lead for FIM and/or commercial systems to manage ongoing support, troubleshooting together with other team members as well as business. Provide initial issue investigation with the business and, where possible, resolution.
Properly escalate when necessary to appropriate personnel in business, IT groups and the vendors. Track and route problems to correct resources
Follow up with end users, provide feedback, and see problems through to resolution, along with the business.
Utilize excellent customer service skills and exceed stakeholder expectations
Ensure proper documentation, communication, and closure of support requests
Preserve and grow knowledge of support procedures, process documentation, and other support resources
Testing (applies to Projects and Ongoing Support) within a quality assurance testing capacity:
Collaborate with software provider to develop effective strategies and test plans
Execute test cases, analyze results, and escalate identified issues
Document test cases and any resulting defects
Help troubleshoot issues
Work with cross-functional teams to ensure quality throughout the release lifecycle
Knowledge, Skills and Abilities (KSA)
Solution-oriented - You dive into situations with a high degree of uncertainty or missing information and you experiment tactically to find a way forward.
Data-driven - You relish making decisions based on data. You make decisions purposefully - and swiftly when needed.
Customer-centric - You consider responsiveness a hallmark of your professional identity. You approach everything you do with the end user's best interests in mind.
Proactive and flexible communication - You anticipate others' information needs. You adapt to different communication styles and personalities.
Adaptability - Meeting people halfway isn't enough; you meet people where they are. You embrace an expansive view of your role, flexing to meet the demands of the circumstances.
Resilience - When the going gets tough, you rise to the occasion and keep coming back for more. You know how to regulate your own motivation in pursuit of long-term goals.
Writing - You communicate technical information effectively to technical and non-technical audiences.
Qualifications/ Background Experiences
Bachelor's degree or equivalent experience will be required
Minimum 5 years of commercial support and/or software solutions deployment experience
Experience with software development life cycle, testing, and systems integration and troubleshooting required, SAP/ERP and Salesforce.com experience is preferred
Efficient - You use business and technical tools effectively (MS Office 365: Excel, Power Point, Word, Outlook, Teams).
Excellent understanding and proficiency in using the Microsoft Office Suite
Relevant medical device industry experience preferred.
It is Terumo's policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As a Company, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment.