Special Services Manager, Technical Specialist, Training Specialist
Manage National Account utilization of the INTERCEPT Blood System and provide production support to site as needed. Partner with National Account leadership to align on strategies to grow and optimize pathogen reduction production capabilities. Provide ongoing support and service to National Account customers to ensure that customer requirements for products and services are met, and in compliance with organizational policies and procedures.
Develop, implement and maintain systems to ensure that the deployment and utilization of Intercept Blood System for platelets and plasma effectively meets the objectives of the Cerus and National Accounts policies and applicable standards and regulations.
Enroll and collaborate with National Account operations leadership on production optimization enhancements. Participate in blood center optimization activities and provide training and guidance at National Account manufacturing sites to ensure smooth launch of new and improved INTERCEPT collection and production methods.
Participate in hands on production at National Account as needed.Receive training from National Account to work within their blood center system.
Monitor INTERCEPT manufacturing sites to ensure accurate set usage and forecasting in compliance with contractual commitments.
Liaise between Cerus and the National Account in order to review changes and improvements to the INTERCEPT systems, associated materials, and to ensure continuous improvement and adoption of best practice. Serve as conduit for product feedback.
In conjunction with manager and the Senior Director of Market Development, establish a harmonized strategic plan with the National Account.
Support the growth of INTERCEPT utilization through participation in sales meetings, customer meetings, conferences, etc. Includes collaboration with manager and Cerus’ Senior Director of Market Development to identify strategies and action-oriented plans to support business development and INTERCEPT adoption throughout National Account partnership.
Collect support requests and manage timelines for new and existing manufacturing sites, consolidate the information and report to management on a regular basis.
Candidate will serve as a designated point of contact for National Account operations leadership to address technical concerns and INTERCEPT production.
Reports on operational/ deployment activities and National Account customer visits in various forums and formats.
Manage all phases of INTERCEPT deployment for platelets and plasma, including, but not limited to:
Analysis of customer operations and support prior to initiation of deployment processes
Formal pre-assessment of customer operations and facility characteristics
Support adjustment of customer operations to support INTERCEPT adoption and optimization.
Support INTERCEPT installations
Provide INTERCEPT training and support
Support validation and qualification of INTERCEPT at National Account sites.
Provide customer support for the move to routine implementation and use of INTERCEPT
Support final approval of INTERCEPT at customer site, maintain customer relationship, and ensure customer satisfaction through activities such as trouble-shooting, retraining, gathering customer feedback including complaints and ideas for improvements to product and service, etc.
Perform Lean process flow analysis and provide recommendations for improvement.
Perform other duties as required.
Bachelor’s Degree with 7+ years of experience in Blood Bank practice (blood product preparation, apheresis techniques). 10+ years of relevant experience if no Bachelor’s degree.
Preferably 3+ years of experience in development of training programs and performance of education to adults.
Excellent interpersonal skills.
Organizational time management, work load prioritization.
Attention to detail.
Able to work independently and as a team member.
Strong background and interest in training and education.
Coordinate projects within boundaries.
Ability to project a professional image, interact with a diverse customer population.
Willingness to travel intensively (75% +) and requires a valid driving license.
Solid verbal and written communication skills for customer interactions.
Proficiency with Microsoft Office.
Proactive and eager to make a difference!
About Cerus Corporation
Cerus Corporation is a biomedical products company focused on commercializing the INTERCEPT Blood System to enhance blood safety. The INTERCEPT system is designed to reduce the risk of transfusion-transmitted diseases by inactivating a broad range of pathogens such as viruses, bacteria and parasites that may be present in donated blood. The nucleic acid targeting mechanism of action enables INTERCEPT treatment to inactivate established transfusion threats, such as hepatitis B and C, HIV, West Nile virus and bacteria, and is designed to inactivate emerging pathogens such as influenza, malaria and dengue. Cerus currently markets and sells the INTERCEPT Blood System for both platelets and plasma in the United States, Europe, Russia, the Middle East and selected countries in other regions around the world. The INTERCEPT red blood cell system is in clinical development.