Field Service Engineer

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

Summary:

The Field Service Engineer 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 via remote access tools and telephone. The FSE will work and reside primarily in the Dallas, Texas area with up to 70% of travel throughout the region. Will occasionally support Northern Texas and Oklahoma.

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. The FSE 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. Deals with diverse and oftentimes complex issues where analysis may require in-depth evaluation of many factors, and functions as the reference for troubleshooting, investigations and log analysis for FSE team members within and outside the assigned region.

Independently exercises judgement in evaluating methods and may determine criteria for obtaining solutions a must.

Why Grifols:

The Field Service Engineer is a partner, decision maker, creative thinker and an independent worker and is given the opportunity to grow with us. The work environment is characterized by an open leadership style and an open and supportive culture. We encourage you to identify and make recommendations for improvements to products, functions, and processes.

Primary responsibilities for role:

• Compliance - Adhere to procedures and protocols outlined by the Grifols GST organization and Grifols Diagnostic Solutions.
• Customer Service – Respond to customer inquiries and complaints, participate in customer site evaluations, upgrades of hardware and/or software, product installations, preventive maintenance, and ongoing service and support for all equipment at the customer facility and via telephone. Documentation of activities within CRM system.
• Escalation of Customer Needs - openly communicate with other groups within Grifols to assure rapid resolution of issues raised by customers.
• Projects - will communicate integrally with Global Service and Training (GS&T) and Account Managers regarding product performance, participation in development teams and process development and improvements
• Personal Development - The FSE will continue personal development to enhance their skills, including but not limited to: Presentation Skills. Communication Skills.

Key Performance Indicators / Measures for Success

• Internal Training and corporate training will be completed on time 98% of the time
• PMs 100% on time
• Documentation of activity within 24 hours of occurrence; SR activities resolved within 3 days of completion of work. SR rework to be completed within 3 days of notification.
• Total Service Cost/Instrument
  • Labor
  • Parts
  • Travel
• FSE Time per Service Request (Labor Hours)
• Mean Time Between Failure (MTBF)
• Invalid Runs, Invalid Samples, RUF (Reagent utilization Factor)
• MTTR
• Repeat/Return Calls
• Call closure rates – as defined in individual goals & objectives each year.
• Customer satisfaction

Additional Responsibilities:

Additional Responsibilities include but are not limited to: May perform other duties as assigned by the Manager or Supervisor. Document translation & verification. Root cause analysis. Identify and make recommendations for improvements to products, functions, and processes.

Knowledge, Skills, and Abilities:

• Excellent organizational, record keeping, and inventory skills required.
• Knowledge of GMP, ISO and other certifying agency policies and regulations.
• Proficient with Microsoft applications and familiar with computerized call handling systems.
• Excellent analytical and troubleshooting skills.
• Self-motivated and self-directed, with strong interpersonal and communication skills, and the ability to communicate technical information effectively.
• Mission Critical Competencies:

1. Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

2. Intellectual Horsepower

Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

3. Composure

Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Education:

Bachelors Degree, Engineering, Technical or related Scientific Discipline, Equivalent Military education or Associates Degree with 2 years experience or High School Diploma/GED with 4+ years experience servicing electronic/electro-mechanical equipment

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 is a plus.

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:

• Position will be based in the field with up to 70% travel required.
• Candidate must have ability to travel outside assigned geographic area. As needed, will cover additional geographic regions to facilitate significant service requirement of customer base.
• Work hours are flexible, not conforming to a standard 40-hour work week; Overtime will be required.
• Candidate must be accessible for contact by phone and cover rotations for weekend/holiday on-call. Candidates will work from a home office.
• Ability to lift up to 50 lbs as an essential function of the role (lifting of equipment for installation and preventative maintenance.)

Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other characteristic or status protected by law. We will consider for employment all qualified Applicants in a manner consistent with the requirements of applicable state and local laws

Location: NORTH AMERICA : USA : TX-Dallas:USHOME - Home Address

Learn more about Grifols