Associate Software Support Specialist

Requisition ID: 34567

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.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient's life every second of every day and are committed to continuing to increase the number of patients we serve. Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Join us and help shape wherever we go next. You create your future and ours.

As an Associate Software Support Specialist, you'll deliver highquality expertise to a diverse customer base, serving as the primary point of contact for users of Terumo Blood and Cell Technology software. You'll diagnose and resolve technical issues across databases, networking, Windows Server environments, and SaaS solutions, while building your skills with opportunities to advance from Tier 1 to Tier 2 support. You'll collaborate with engineers, clinicians, and IT professionals, review and test technical documentation, and contribute to the continual improvement of processes and knowledge resources. Ideal candidates bring strong troubleshooting abilities, excellent communication skills, comfort engaging with both technical and nontechnical stakeholders, and a passion for delivering exceptional customer support.

ESSENTIAL DUTIES

• Provide phone support in a technical help desk or call center environment.
• Security document review.
• Conveyor AI utilization.
• Primary point of contact for Terumo BCT Software customers providing problem analysis, issue resolution, Tier 1 with upward mobility to do Tier 2 support.
• Review and test technical documentation.
• Document and provide written solutions to recurring problems.
• Escalate to senior level resources as appropriate.
• Review process and procedure documents.

MINIMUM QUALIFICATION REQUIREMENTS

Education

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

Experience

• Preferred 1 year experience in the following systems/environments:
  
  
  
  • SQL and/or Oracle database environments
  • Windows Server administration.
  • Advanced diagnosis and troubleshooting
  • Network LAN/WAN configuration and support
  • Client/Server architecture support
  
  
  
  
• Experience with Issue tracking systems (Jira, CodeBeamer).
• Experience with CRM systems (SalesForce, Service Max).
• ConveyorAI experience a plus but not required.
• Cyber Security Risk assessment experience a plus but not required.
• Proven track record with customer interaction, both technical and non-technical from executive level management to department liaison.

Skills

• General ability to maneuver in a Windows Server environment.
• General understanding of Hosted and SAAS solutions.
• General understanding of database and networking.
• Demonstrate self-confidence and effectiveness in dealing with a wide variety of customers.
• Ability to interact professionally and effectively with internal and external customers, including IT administrators, engineers, physicians, nurses, and other technical medical staff.
• Work independently and in a team to meet various customer requests.
• Demonstrate ability to understand and follow documentation.
• Knowledge and use of relevant PC software applications and skills to use them effectively.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Cyber Security certification a plus (CompTIA Security+, ISC2/CC, Google Cybersecurity Certificate).

-Or-

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

LOCATION

Lakewood, Colorado - Onsite (hybrid) - Open to candidates willing to relocate to the area.

TRAVEL

• Some travel to customer sites located in the US and internationally may be required (<10%).
• Required to carry a cellular telephone. Must be available to respond to emergencies.

PHYSICAL REQUIREMENTS

• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
• In the typical office environment requirements include reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Target Pay Range:$66,200.00 to $99,000.00 -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 Affirmative 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.