Territory Support Specialist

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.
• Fully adhere to all applicable FDA regulations, international guidelines and Terumo’s policies always.
• 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

• Bachelor’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.