Territory Support Specialist

Terumo Cardiovascular Group; Franklin Township (NJ); Hybrid; USD 60,000 - 83,000; Full time

Benefits offered by this job

Annual bonus

Paid vacation

Paid holidays

Health benefits

Dental benefits

Vision benefits

401(k)

Matching contributions

Tax-advantaged accounts

Legal plan

Life and AD&D insurance

Long-term disability

Short-term disability

Critical illness insurance

Travel assistance

Parental leave

Tuition reimbursement

Job summary

Terumo Medical Corporation seeks a Territory Support Specialist (TSS) to back Terumo Interventional Systems sales. You will support Territory Managers and Region Managers, coordinate orders, and help optimize field operations in a hybrid office-home setup.

The role emphasizes excellent communication, relationship-building, and strong organizational skills, with SAP experience and healthcare familiarity preferred. Occasional travel and cross-functional collaboration are expected.

Qualifications

• Bachelor’s degree or comparable related experience required.
• 3 years of experience in a customer facing environment (sales, telesales, or telemarketing preferred).
• Experience with sales tactics or process preferred.
• Experience with healthcare and/or healthcare administration preferred.
• Experience with SAP preferred.

Responsibilities

• Support goals assigned to the TSS by the TSM, in collaboration with sales leadership.
• Assist field sales in contacting Customer Care to place orders during time-sensitive situations.
• Track orders and train TMs on tracking when shipped.
• Assist with sample orders and marketing approvals as needed.
• Provide administrative support in emergent situations and manage account codes or numbers.

Skills

Communication skills

Sales process

Relationship building

Phone presence

MS Office

Organizational skills

Education

Bachelor’s Degree or comparable related experience

Tools

SAP

Job description

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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.

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.

• 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)

• Understand and adhere to regulations regarding proper usage of promotional materials.
• TSS will be measured via MBOs based on metrics focusing on field sales support, performance of “white glove” focus accounts, and may include cross-functional project support with other departments, including but not limited to Sales, Commercial Excellence, and Marketing.
• Perform other job-related duties as assigned.

Working Conditions/Physical Requirements

• This position exists in a hybrid office-home environment. Occasional overnight travel is required including occasional weekend travel. As individual development progresses, TSS members interested in pursuing field-based opportunities may be asked to provide open territory coverage/support consisting of some field travel and other direct account support to cover field-based obligations in vacant territories.
• Occasional entry to hospitals and other medical facilities is required. Many facilities have instituted vendor credentialing policies which require vendors to meet defined training, background check and proof of immunization requirements as a condition of entry. Terumo Associates entering these facilities are required to abide by these credentialing requirements.
• When visiting hospitals and other medical facilities, must be able to gain access to and work in the IR suite, Cath lab and operating room. Entry into these areas requires an ability to wear appropriate gowning, stand for long periods of time, comply with hospital policy/protocol and be aware of potential biohazards such as blood borne pathogens.

Knowledge, Skills and Abilities (KSA)

• Must possess excellent communication skills and impressive telephone demeanor.
• Must demonstrate a solid grasp and application of the sales process, including handling all types of objections and probing to uncover unmet and existing needs.
• Ability to build strong relationships with all internal and field associates.
• Must speak clearly, have a strong telephone presence, and assert oneself with a sense of confidence, conviction, and enthusiasm.
• Must be able to handle rejection and learn to adopt alternative approaches.
• Must possess a sense of urgency, ability to meet deadlines and function independently with minimal supervision.
• Must be highly organized with ability to handle multiple tasks while maintaining composure and professionalism.
• Proficient in Microsoft Office software especially Word, Excel, PowerPoint, and Outlook and possess an ability to learn new software.
  

Qualifications/ Background Experiences

• achelor’s Degree or comparable related experience required.
• 3 years of experience in a customer facing environment demonstrating customer interaction is required (sales, telesales, or telemarketing preferred)
• Experience with sales tactics or process preferred.
• Experience with healthcare and/or healthcare administration preferred.
• Experience with SAP 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.

Final compensation packages may be higher or lower than what is listed, and 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. Pay range: $60,480 - $83,160