Senior Field Service & Implementation Engineer Africa

Job Band: Job Band 11 (JB11)
Hiring Manager: Baha Cangoren
Lead Recruiter: Paulina Piotrowska
Country: Côte d'Ivoire

Our ability to grow, develop new capabilities and serve even more patients around the world depends on associates like you, who are passionate about our mission. Thank you for considering this new opportunity to further unlock your potential.

JOB SUMMARY

The Senior Field Service & Implementation Engineer – Africa provides high-quality technical service, customer implementation, field troubleshooting, equipment installation, preventive maintenance, corrective maintenance and customer support for Terumo BCT equipment and distributed products across the Africa region, with primary focus on Francophone Africa.

The role strengthens direct service capability in Francophone Africa for effective customer and distributor engagement. The position holder will initially operate as a hands-on field service and implementation engineer supporting customers, distributors and internal stakeholders directly.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Field Service and Technical Support

• Perform installations, preventive maintenance, corrective maintenance and repairs for Terumo BCT equipment and distributed products in accordance with company procedures, quality standards, checklists and compliance requirements.
• Provide first-line technical troubleshooting, triage and customer support for operating problems and technical issues.
• Support direct field service activities where distributor capability is limited, especially in Francophone Africa.
• Provide cross-border technical support across Africa where required, including West Anglophone Africa and other sub-clusters depending on business priority.
• Record, document and communicate technical findings accurately to internal stakeholders and relevant departments.
• Complete service administration, documentation, reports and activity records in a timely manner according to company policy and procedures.

Customer Implementation

• Lead or support customer site implementations of Terumo BCT instruments and distributed products across assigned countries and territories.
• Coordinate implementation activities with customers, distributors, sales teams, service teams and other internal or external stakeholders.
• Plan and deliver customer training, operator training and in-service activities according to customer or commercial team requirements.
• Ensure relevant customer documentation, user materials and operator manuals are delivered and maintained at customer sites.

Distributor and Third-Party Service Partner Support

• Support distributors in Francophone Africa and wider Africa with technical troubleshooting, installation support and field service execution.
• Coach distributor engineers during installations, preventive maintenance, corrective maintenance and troubleshooting activities.
• Identify distributor capability gaps and provide feedback to Africa Service & Operations management.
• Support development and technical qualification of third-party service providers where direct distributor capability is not yet sufficient.
• Contribute to long-term local service capability and reduce dependency on external technical support.

Regional Technical Capability Development

• Provide technical guidance to distributors, third-party service providers and internal stakeholders.
• Support regional technical knowledge sharing, troubleshooting reviews, escalation and standardization of service practices.
• Participate in regional service projects and process improvement initiatives.
• Support practical technical training activities linked to the Africa training center in Nairobi and help building regional technical training capability.
• Support onboarding and coaching of new team members or distributor engineers.

Commercial and Service Business Support

• Support service commercialization initiatives, including chargeable service support to distributors, ad-hoc installation services and direct customer service opportunities.
• Provide technical input for service quotations, warranty support packages, installation planning and customer service proposals.
• Support service contract opportunities where projects are not managed by local distributors but through agents, resellers or direct customer arrangements.
• Contribute to increasing device utilization rates by ensuring reliable technical support, timely implementation and effective troubleshooting.
• Work closely with Sales and Service teams to support customer satisfaction, installed-base performance and disposable revenue growth.

MINIMUM QUALIFICATION REQUIREMENTS

Education

• Bachelor’s degree or equivalent qualification in biomedical engineering, electronics, electrical engineering, mechanical engineering, medical technology, IT or a related technical field.
• Equivalent technical experience may be considered where the candidate demonstrates strong field service and implementation capability.
• Strong technical understanding of medical equipment, electronic systems, IT infrastructure, networking and system connectivity is preferred.

Experience

• Minimum 5 years of experience in field service, technical service, biomedical engineering, customer implementation or similar technical support role.
• Experience with complex medical devices, laboratory systems, blood banking, apheresis, cell therapy, transfusion medicine or similar regulated equipment is preferred.
• Demonstrated experience in installation, preventive maintenance, corrective maintenance, troubleshooting and customer-facing technical support.
• Experience supporting distributors, third-party service providers or partner engineers is strongly preferred.
• Experience working across multiple countries, cultures and customer environments is preferred.
• Experience in Francophone Africa is highly desirable.

Language Requirements

• Fluency in English and French is mandatory.
• Strong written and verbal communication skills are required for customer communication, service documentation, training material and distributor support.
• Additional African regional languages are an advantage.

Skills and Competencies

• In line with Terumo's Core Values:
  • Respect – Appreciative of others
  • Integrity – Guided by our mission
  • Care – Empathic to patients
  • Quality – Committed to excellence
  • Creativity – Striving for innovation
• Strong hands-on troubleshooting and problem-solving capability.
• Strong customer-facing communication and training skills.
• Ability to work independently in a geographically broad and complex region.
• Strong planning, organization and territory management skills.
• Ability to relate well to different cultures and work cross-functionally.
• Ability to support and coach distributor engineers.
• Accountability for service documentation, quality compliance, customer satisfaction and company assets.
• Willingness and ability to travel frequently across Africa and internationally for certification, training and service needs.
• Requires the ability to carry out the physical requirements of the job including physical transport, lifting, pulling, twisting and operation of equipment
• Ability to regularly lift and/or move up to 25 kg and occasionally lift and/or move in excess of 25 kg using lifting aids, technologies, or appropriate tools

Certificates, Licenses, Registrations

• Must obtain and maintain required Terumo BCT product certifications.
• Valid driving license required.
• Ability to meet travel, visa and customer site access requirements across assigned countries.

ADDITIONAL INFORMATION

• Based: Field based
• Reporting to: Senior Service & Operations Manager Africa
• Able to travel frequently within assigned territory (70%)