Customer Support Technical Specialist II

Terumo Blood and Cell Technologies; Lakewood (CO); Hybrid; USD 69,000 - 86,000; Full time

Job summary

Terumo Blood and Cell Technologies is seeking a Customer Support Technical Specialist II in Lakewood, CO. You will deliver on-site training, provide advanced troubleshooting, and act as a regional subject matter expert supporting life-saving medical devices.

You will mentor others, collaborate with engineers and quality teams, analyze product performance, and lead training programs for customers and field staff across the region.

Qualifications

• Bachelor's degree or equivalent experience to perform essential functions.
• Minimum 5 years experience in technical support, mechanical engineer, or electrical engineer role.
• Strong knowledge of products and therapies; ability to teach and communicate effectively.
• Ability to mentor others within the Customer Support Team.
• Experience interacting with customers, physicians, nurses and technical staff.
• Familiarity with repair/maintenance of pre-treatment systems and water treatment technologies.

Responsibilities

• Delivers technical training programs on site and at customer locations.
• Represents customers for product enhancements and initiates changes.
• Delivers internal technical service and customer training.
• Supports clinical trials or field verifications including equipment training.
• Analyzes product trends and implements corrective actions.
• Provides direct phone support to regional customers and field teams.

Skills

Product knowledge

Teaching ability

Communication skills

Mentoring

Customer interaction

Troubleshooting

Education

Bachelor's degree or equivalent experience

Tools

MS Office

2D drawing programs

PC software applications

Job description

At Terumo Blood and Cell Technologies, our 8,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.

For Terumo, for Everyone, Everywhere.

Advancing healthcare with heart.

Join us and help shape wherever we go next. You create your future and ours.

As a Customer Support Technical Specialist II, you'll be a trusted subject matter expert supporting life-saving medical technologies across the region. In this highly visible role, you'll combine your technical expertise, training skills, and customer focus to deliver advanced troubleshooting support, lead technical training programs, influence product improvements, and serve as a key partner to field service teams and healthcare customers. You'll collaborate with engineering, quality, and product teams, support clinical evaluations, analyze product performance trends, and help drive continuous improvement initiatives. This is an excellent opportunity for a hands‑on professional who enjoys solving complex technical challenges, mentoring others, and making a meaningful impact in a dynamic medical device environment.

Essential Duties

• Delivers technical training programs, on site and at customer locations.
• Represents customers and field support associates for product enhancements and initiates change.
• Delivers internal technical service and customer training.
• Assists in clinical trials or field verifications including equipment support/training, site selection, and training of participants.
• Analyzes product complaint trends and implements corrective actions.
• Performs ongoing market assessment of customers' technical needs and problems.
• Provides direct phone support to Regional customers and Regional field associates.
• Supports the equipment used in training classes and Marketing trade shows.
• Travels to customer sites as Regional Subject Matter Expert to assist in diagnosing equipment failures.
• Maintains tools used in Regional training classes, ensuring good working condition and calibration.
• Communicates detailed input/feedback to the company to recommend changes in product design, manufacturing, quality or any other aspect of the product or service.
• Reviews ECO's to ensure changes meet the needs of service personnel and customers.
• Provide troubleshooting and technical support to customers and technicians.
• Guides and supports Technical Specialist I.
• Reviews and provides feedback for service documentation (i.e. Spare part instructions and PM procedures).
• Develops, tracks, reports, and acts upon Regional Support and Equipment metrics.

Minimum Qualification Requirements

Education

Bachelor's degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

Minimum 5 years experience preferably in a technical support, mechanical engineer, or electrical engineer role.

Skills

• Strong, demonstrated knowledge of products and therapies.
• Demonstrated ability and desire to teach.
• Demonstrated self-confidence and effectiveness in dealing with a wide variety of student types.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Ability to interact professionally and effectively with customers, physicians, nurses, and other technical medical staff.
• Desire and ability to mentor others within the Customer Support Team.
• Knowledge of the repair and maintenance of pre-treatment systems including boost pumps, multimedia filters, water softeners, and carbon tanks is required.
• Knowledge of principles of reverse osmosis systems, ultra filters, Ultraviolet lights, water quality monitors, de-ionized systems, and storage tanks is required.
• Experience in troubleshooting computer hardware problems and performing computer diagnostics desirable.
• Computer skills including MS office and 2D drawing programs required.
• Knowledge of and use of PC software applications and skills to use them effectively.

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

LOCATION

Lakewood, Colorado - Onsite (hybrid)

Physical Requirements

• General Labor Environment requirements include: use of personal protective equipment, reading, speaking, hearing, walking, bending, standing, stretching/reaching, hand/finger dexterity, and occasional lifting up to 50 pounds, or transporting up to 500 pounds via carts or mechanized equipment.
• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Target Pay Range:

$68,800.00 to $86,000.00 - Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data

Target Bonus on Base:

7.0%

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well‑being, work‑life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work‑life balance we have vacation and sick time programs for associates. For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2024, Terumo Blood and Cell Technologies reached $1.5 billion in revenue.
• We employ nearly 8,000 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 $2.4 million USD since 2025.

We are proud to be an Equal Opportunity Affimatively Action Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.