Do you want to join an international team working to improve the future of healthcare? Do you want to improve the lives of millions of people? Grifols is a global healthcare company which, since its foundation in Barcelona in 1909, has been working to improve the health and well-being of people all over the world. Our four divisions - Bioscience, Diagnostic, Hospital and Bio Supplies - develop, produce and market innovative medicines, solutions and services in more than 100 countries and regions.Summary:The Field Service Engineer I for Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing the highest quality service and support to Grifols customers at the customer facility and by telephone. The position will be responsible for customer relationship management and collaborating with interdepartmental teams to ensure proper resolution and close out of regulated documentation in the CRM system. Field Service Engineer I will manage all preventative maintenance and system upgrades of instrumentation and its interface at the customer site and provide troubleshooting to diagnose and resolve technical issues on a variety of electromechanical, fluidic and medical devices.Primary responsibilities for role:
Responsible for customer relationship management by responding to clients within designated timeframe regarding inquiries, complaints, service calls and site evaluations on instrumentation. Indecently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts.
Coordinates and executes hardware upgrades and regulatory documents associated with client site
Collaborates with project team and performs software upgrades and product installations including installation, operational and performance qualifications. Ensures proper transition of project timeline to Technical Application Team.
Proactively and independently manages ongoing preventive maintenance calls per manufactures requirements including scheduling with client, documenting and attaching work in CRM per regulatory guidelines within designated timeframes
Partners with Telephone Support Team to provide additional technical guidance via phone and schedule corrective service activities per scope of work listed in client contract as needed. Documents all activates within CRM System in accordance with regulatory guidelines and within designated timeframes
Identifies client's needs for those without a contract and communicates to respective Sales Representative for potential lead to establish new contract
Collaborates with Global Response Team (GRT) for corrective service calls that fall outside of predetermined parameters to ensure proper resolution and documentation of customer complaint
Escalates customer needs outside of defined scope of work and proactively communicate to other departments within Grifols such as Sales, Supply Chain, etc. to assure rapid resolution of issues raised
Responsible for accurate and timely documentation in CRM System of all work performed and any technical guidance provided to the customer as per regulatory guidelines. Tracks all outstanding customer action items and ensures proper documentation is entered for closure.
Maintains basic knowledge on all product lines and keep informed of technical bulletins for system updates
Manages inventory of parts and calibrated tools stored at primary customer sites. Always maintains essentials tools and critical inventory parts
Accountable for assigned company assets including company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, corporate card and expense management, etc.
Maintains active status on all vendor credentialing programs to perform work at designated client sites
Responsible for meeting certification requirements on existing instrument platform and cross training to gain additional technical knowledge on other platforms. Independently manages schedule and travel reservations to accommodate for training courses.
Interprets KPI metrics and applies to current role to drive performance efficiencies
Manages portfolio of multiple clients and multitasks to meet competing deadlines
Compliance - Adhere to procedures and protocols outlined by the Grifols Diagnostic organization in additional to department SOPs.
Continued development with ongoing training to enhance their technical knowledge, communication and presentation skills with clients and interdepartmental teams.
Additional Responsibilities:
Additional Responsibilities include but are not limited to: May perform other duties as assigned by the Manager or Supervisor. Identify and make recommendations for improvements to products, functions, and processes.
Knowledge, Skills, and Abilities:
Excellent organizational, record keeping, documentation and inventory skills required
Proficient with Microsoft applications and familiar with computerized call handling systems
Excellent analytical and troubleshooting skills
Self-motivated and self-directed. Must be able to bring tasks through to completion with minimal supervision, Strong interpersonal and communication skills in both written and oral formats, and the ability to communicate technical information effectively
Strong focus on customer service and building relationships while meeting expectations and deliverables
Ability to adapt to changing environments with varying complexity and identify solution-oriented ideas
Maintains composure when faced with competing priorities and effectively manages timeline and resolution of customer complaints
Education:Equivalent military experience or Associates Degree with 2 years’ experience or High School Diploma/GED with 4+ years’ experience managing electronic/electro-mechanical equipment. Bachelor’s Degree in Engineering or related Scientific Discipline is highly preferred.Experience:0 - 2 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with a Bachelor’s Degree 2 - 4 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with an Associate Degree 4+ years of experience working with lab equipment and/or electronic/electro-mechanical equipment with High School Diploma. Prior experience working in regulated environment highly preferred.Experience with Service Max/Sales Force platform highly preferred.Equivalency:Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements. Example: If a job level requires a Bachelor’s degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate’s degree with 6 years of experience, or a Master’s degree with 2 years of experience.Occupational Demands:
Must have valid driver’s license to perform job duties and travel to customer site. Must safely operate motor vehicle and maintain driving record in good standing.
Position will be based in the field with up to 70% travel required. Candidate must have ability to travel via plane, car and other modes of public transportation outside assigned geographic area. As needed, will cover additional geographic regions to facilitate significant service requirement of customer base.
Work hours change based on the needs of the customer and business, not conforming to a standard 40-hour work week.
Candidate must be accessible to address business and customer needs and provide support during off hours as needed.
Ability to lift up to 50 lbs (22.68Kg) as an essential function of the role (lifting of equipment for installation and preventative maintenance)
More about us, benefits we provide you
Salary in line with the market as well as an annual bonus target
Company Car, Laptop and Cell Phone
Paid Vacation, PTO holidays, floating holidays
Parental Leave
Professional development opportunities (training, career development)
Gym pass, Employees perks program
401 (K) Retirement Plan (Grifols will match 100% on the first 4% of eligible compensation you contribute, and 50% on the next 2% of eligible compensation you contribute)
Health insurance: Medical, Dental, Vision
Travel accident insurance; Life and AD and D Insurance, Short- & Long-Term Disability Insurance
Health Savings Account, Flexible Spending Account
Critical Illness, Accident, Hospital Indemnity coverages
Adoption benefits
Pay Scale:The estimated pay scale for Field Service Engineer I role based in Albuquerque, New Mexico is $25.09 to $37.64 per hour. Additionally, the position is eligible to participate in up to 5% of the company bonus pool. We offer a wide variety of benefits including, but not limited to: Medical, Dental, Vision, PTO, up to 5% 401(K) match and tuition reimbursement. Currently, the first year PTO accrual for this role is 120 hours per year. Then, after completion of 365 days of employment PTO accrual for this role will increase to 160 hours per year. Final compensation packages will ultimately depend on education, experience, skillset, knowledge, where the role is performed, internal equity and market data. We are committed to offering our employees opportunities for professional growth and career progression. Grifols is a global healthcare organization with employees in 30 countries focused on patient health and providing impactful results. Since our humble beginnings in 1909, Grifols has been a family company that prides itself on its family-like culture. Our company has more than tripled over the last 10 years, and you can grow with us!EEO Minorities/ Disability/VeteransGrifols is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, religion, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status or any other classification protected by applicable State/Federal laws. We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner.This job description is intended to present the general content and requirements for the performance of this job. The description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Managers and supervisors may assign other duties as needed.#LI-DC1Learn more about Grifols (http://www.grifols.com/es/web/international/home)Req ID: 511240Type: Regular Full-TimeJob Category: Technical Assistance