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Tier 1 Technical Support Specialist

3 months ago

Raleigh, United States Grifols SA Full time

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 Level 1 Technical Support Specialist (TSS) for Medical Devices in the field of IVD at the Grifols DxCTS (Diagnostic Customer Technical Support) Team has the primary responsibility of providing the highest quality service and support (tier 1) to Grifols customers via phone. TSS will provide direction to customer base using analytical troubleshooting skills while documenting product inquiries or complaints in the Customer Relationship Management System (CRM). The TSS is responsible for responding to clients within a designated timeframe regarding inquiries and complaints. The position will collaborate with interdepartmental teams to ensure proper resolution and closure of regulated documentation in the CRM system. To be able to fulfil this role the individual needs to be customer oriented and present excellent communication as well as analytical, problem-solving skills. Prior work experience in a laboratory or customer service environment with NAT- and Blood Typing Instruments is very beneficial.

Shift information (all times in EST) 8h + breaktime

* Shist 1: 7:00 am
* Shift 2: 9:00 am
* Shift 3: 10:30 am
* On Call: 7pm-7am (1-2 on call shifts every 2 weeks)

Primary responsibilities for role:

* Work directly with external and internal customers either by telephone or electronically in a professional manner to handle and resolve customer inquiries and complaints using analytical, problem-solving skills. Only occasionally face-to-face Training
* Research customer issues using available and approved resources to provide customers with correct product and service information. Supply timely verbal solutions to customers as needed with customer inquiries and complaints.
* Identify and escalate customer priority issues as needed. Route calls, investigations or written response to appropriate resources including Field Service, Escalation Support Teams and/ or Quality Assurance.
* Effectively communicate root cause for technical issues to customer and interdepartmental teams.
* Responsible for accurate and timely documentation of all customer communication in the CRM system. Summarize and record details of inquiries and any actions taken to resolve the customer issue. Adhere to technical writing objectives to ensure compliance and maintain regulatory needs of content. Attach all data to support the investigation in the CRM.
* Manges multiple client calls and multitask to meet competing deadlines.
* Maintain proficiency on current assays and instrumentation. Stay current on instrumentation, software and assay standards, upgrades, and technical documentation associated. Support multiple platforms progressively.
* Provide technical support during designated shifts to support 24 hours a day, 7 days a week, 365 days a year availability to internal and external customers.
* Responsible for execution of routine instrument maintenance and basic troubleshooting of triage lab equipment.
* Interprets KPI metrics and applies to current role to drive performance efficiencies.
* Up to 20% travel required for training, group meetings and general customer support.

Additional Responsibilities:

Constantly improves and seeks excellence in his/her role and area of expertise. Works in collaborative and inclusive ways with others, listens actively and communicates in a positive way. Reacts positively to difficult challenges or adversity, is a role model for other CSS team members and shares innovative ideas.

More about us, benefits we provide you:

* Hourly pay + annual bonus target
* PTO: Paid Vacation, paid Holidays including two flex holidays
* Paid Parental Leave
* Professional development opportunities (training, career development)
* Tuition Reimbursement
* 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
* Gym pass program, Employees perks program
* 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 support benefits

Knowledge, Skills, and Abilities:

Basic understanding of laboratory protocols and/or SOPs. Strong analytical and troubleshooting skills. Strong communication skills including a combination of interpersonal, verbal and listening with stakeholders at all levels. Demonstrated ability to work in team environment to meet goals and multiple competing timelines. Effective organizational and record keeping skills. Experience with using cloud-based software applications. Proficient with Microsoft Office suites. Must be flexible to work a non-traditional 40-hour work week (see shift information). Must be accessible for contact by phone and coverage for evening and weekend on-call assignments.

Education:

Bachelor's degree in health science or related field.

Medical technologist certificate preferred.

Experience:

Specialist level I:

1 year of experience in laboratory environment and/or executing protocols on medical research projects.

Experience in customer service facing role.

Specialist level II:

3 years' experience with troubleshooting medical devices including technical proficiency an instrumentation or assay development and/or execution. Experience in customer service facing role and working with cross functional environments. Experience with data analysis preferred.

Specialist level III:

5 years of experience troubleshooting medical devices including technical proficiency an instrumentation or assay development/execution. Prior experience drafting technical documents. Advanced knowledge of MS Office suite to evaluate and present instrument or CRM data.

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 typically requires an associate degree, plus 2 years of experience, an equivalent could include 4 years of experience or Bachelor's degree.

Occupational Demands:

Work hours change based on the needs of the customer and business, not conforming to a standard 40-hour work week. Work environment is office based and includes long periods of time sitting and typing at a computer workstation. Will spend a significant amount of time listening in and taking customer calls. Out of state travel may be required. Travel demands need to be met to facilitate this need. When at customer locations or in triage lab while observing/ assisting with instrument installation and/or preventative maintenance the ability to lift up to 50 lbs as needed.

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-CE1

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 : NC-RTP:USNC0001 - RTP NC-Headquarters

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