Manager, Customer Quality Experience Engineering

• Leads team of engineers who work cross-functionally with Commercial, Product Quality, Manufacturing, and R&D teams to investigate, resolve, and communicate status on escalated customer issues.
• Responsible for providing holistic systems knowledge and support for designated product platforms.
• Works on problems of diverse scope where analysis requires evaluation of a variety of factors and significant cross-functional interaction.
• Facilitate disciplined cross-functional root cause analysis to ensure the problem is well understood prior to solutioning.
• Handles frequent intra-organizational and customer-facing communication. Represents the organization in providing solutions to difficult technical issues associated with specific customer concerns.
• Maintains strong GEMBA orientation and drives culture of accountability and continuous improvement mindset.
• Possess working knowledge of cross-functional and related technical areas. Interacts with peers across projects to secure resources and commitments.
• Provides subject matter expertise for both internal and external customer-specific processes and challenges. Is accessible and sought out for consultation on a broad range technical and industry issues.
• Identifies risks and understands how to approach and complete tasks, avoiding serious delays and considerable expenditure of time and resources.
• Acts as an internal champion and partner for Kin-Shitsu quality initiatives aimed at reducing product complaints.
• Influences internal associates as necessary to ensure successful triage strategy response and implementation timing that benefits customers and protects business priorities.
• Develops efficient processes for identification, escalation, and resolution of negative complaint trends.
• Leverage intelligent automation tools like AI, Predictive Analytics, among others to drive both productivity improvements and monitor field signals in an effective manner.

• Bachelor’s degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
• Bachelor of Science degree or Master of Science degree in Engineering preferred.

• Minimum 8 years’ experience.
• Preferred experience working in a highly cross-functional environment to meet internal and external stakeholder needs.

• Capacity to define and communicate engineering challenges and provide guidance to top management in developing and implementing positive and proactive solutions.
• Ability to solve practical problems and interpret and communicate complex engineering requirements in a manner that allows maximum product flexibility without compromising quality standard.
• Strong interactive skills in general communication with a wide variety of backgrounds, cross-functional participation and influence, technical leadership, and project management.
• Demonstrated ability to interact productively and to effectively influence peers, external colleagues, and senior management.
• Capability to interact with diplomacy and tact while maintaining appropriate assertiveness and persistence.
• Ability to help management teams balance technical, compliance and business requirements and identify solutions to meet them all.
• Possess the ability to manage and prioritize multiple projects/issues at one time and can shift gears quickly.
• Ability to respond with a sense of urgency, work productively and efficiently, to respond to daily pressures and meet established deadlines.
• Willingness to take ownership and accept responsibility for actions and decisions.
• Must be detail oriented, well organized, and able to work across teams.
• Possess a strong commitment to company values and providing customer-focused solutions balanced with business processes.

• Role includes interaction with associates world-wide and will require occasional time outside of normal business hours.
• Requires domestic and international travel based on business needs at <15%.

• 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.

Nearest Major Market: Denver
Job Segment: Engineering Manager, Behavioral Health, Substance Abuse, Quality Engineer, Engineer, Engineering, Healthcare