Territory Support Specialist

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.

We believe that the future is bright for everyone at Terumo. We work with the future in mind to generate lasting change, create a bigger impact and produce greater outcomes for today, and for decades to come.

At Terumo we believe in the power of personal growth and will encourage you to get in the driver's seat - progressing in the direction you want to go by deepening your skills throughout your career. We want you to be bold, think outside the box, experiment, innovate and deliver what's next for quality healthcare. You will be part of a collaborative, respectful and resilient team of associates and leaders around the world, working together as partners to achieve more than you thought possible, providing real-world, impactful solutions for patients.

Join us and help shape wherever we go next!

Advancing healthcare with heart

Job Summary

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.

Job Details / Responsibilities

• 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 Marketing.  Complete all administrative duties required for the position.
• Responsible for special projects and for ongoing process improvement efforts as needed via MBO’s and other commercially focused projects.
• Demonstrate a commitment to patient safety and product quality by maintaining compliance with all TMC Quality Systems requirements. This includes but is not limited to the prompt recognition and forwarding of customer complaints (i.e., adverse events, product performance reports, etc.) to Quality Assurance (QA), and by ensuring all promotional messaging (i.e., branding strategies, product claims, etc.) and materials (i.e., literature) discussed or presented to customers are clinically accurate and adhere to AdvaMed guidelines and Terumo’s policy on Interactions with Healthcare Professionals.  Fully adhere to all applicable FDA regulations, international guidelines and Terumo’s policies always.

Job Responsibilities (continued)

Working Conditions / Physical Requirements

Knowledge, Skills and Abilities (KSA)

Qualifications / Background Experiences

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.

Final compensation packages will ultimately depend on factors including relevant experience, internal equity, skillset, knowledge, geography, education, business needs and market demand.  We provide competitive and comprehensive benefit options which include : annual bonus, paid vacation, paid holidays, health, dental and vision benefits, 401(k), with matching contributions, tax advantage savings accounts, legal plan, voluntary life and AD&D insurance, voluntary long-term disability, short term disability, critical illness and accident insurance, parental leave, personal leave, tuition reimbursement, travel assistance, and an employee assistance program.