Field Service Engineer

4 weeks ago

San Francisco, United States GRIFOLS, S.A. Full time

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

This Field Service Engineer ("FSE") provides service and support to our Grifols customers at the customers facility and via remote access tools and telephone. The FSE will work and reside primarily in the San Francisco, CA area with up to 70% of travel throughout the region. Will occasionally support the West Coast territory.

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 determine criteria for obtaining solutions is 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.

Your primary responsibilities:

  • The engineer will work on our IH equipment (Erytra/Eflexis) and later our NAT equipment (Panther/RES).
  • 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.
  • Manages inventory of parts and calibrated tools stored at primary customer sites. Always maintains essentials tools and critical inventory parts.
More about us, benefits we provide you
  • Hourly pay plus annual bonus target
  • Company Car, Laptop and Cell Phone
  • Paid Vacation, paid parental leave, PTO holidays, floating holidays
  • 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
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.
  • Service oriented
Education & Experience:
  • 0 - 2 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with a Bachelor's degree in Engineering, Technical or related Scientific Discipline
  • 2 - 4 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with an Associates Degree
  • 4+ years of experience working with lab equipment and/or electronic/electro-mechanical equipment with High School Diploma/GED
  • Equivalent Military education
  • 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 an Associate's degree plus 2 years of experience an equivalent could include 4 years of experience or a Bachelor's degree

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.)

Pay Scale:

The estimated pay scale for Field Service Engineer I role based in San Francisco, California is $36.24 to $45.30per 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

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.

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Location: NORTH AMERICA : USA : CA-San Francisco || NORTH AMERICA : USA : CA-Emeryville || NORTH AMERICA : USA : CA-Oakland:USHOME - Home Address

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