About this role
<style type="text/css">table.MiTabla { max-width: 1020px;!important </style> <table border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554718/SSFF_05_DX.jpg/2bf43dce-dc53-6609-88eb-169432872f22?t=1636640426162" alt="" align="top/"></td> </tr> <tr> <td> <p style="text-align:justify">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.</p> </td> </tr> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></td> </tr> </tbody> </table><p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">The Field Service Engineer I (FSE 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 via remote access tools and 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. FSE 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.<br>Deals with diverse and oftentimes complex issues and evaluation of many factors. Works with FSE II, FSE III and Global Response Team as needed in troubleshooting and investigations and log analysis.</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">This Field Service Engineer will service the territory of <strong><u>St Louis, MO </u></strong>and surrounding areas. This will also serve as a backup support for the Central territory, and additional support for the North America DXCTS team. The Field Service Engineer reports directly to the Regional Service Supervisor and works 100% remotely with up to 70% of travel. For this position, we have the onboarding & trainings center in North Carolina where we provide the necessary knowledge about our equipment and also provide regular trainings. The engineer will work on our IH equipment (Erytra/Eflexis) and later on our NAT equipment (Panther/RES). </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"><strong>Primary Responsibilities</strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Responsible for customer relationship management by responding to clients within designated timeframes regarding inquiries, complaints, service calls and site evaluations on instrumentation. Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Coordinates and executes hardware upgrades and regulatory documents associated with client site. </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">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.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">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.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">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.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Identifies client's needs for those without a contract and communicates to respective Sales Representative for potential lead to establish new contract</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts or analyzers for new installations.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">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</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">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</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">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.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Maintains basic knowledge on all product lines and keeps informed of technical bulletins for system updates</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Manages inventory of parts and calibrated tools stored at primary customer sites. Always maintains essentials tools and critical inventory parts. </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Accountable for assigned company assets including company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, corporate card and expense management, etc.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Maintains active status on all vendor credentialing programs to perform work at designated client sites</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">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.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Interprets KPI metrics and applies to current role to drive performance efficiencies</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Manages portfolio of multiple clients and multitasks to meet competing deadlines</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Compliance - Adhere to procedures and protocols outlined by the Grifols Diagnostic organization in addition to department SOPs.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Continued development with ongoing training to enhance their technical knowledge, communication and presentation skills with clients and interdepartmental teams</li> </ul> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"><strong>Key Performance Indicators / Measures for Success:</strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Internal Training and corporate training will be completed on time 98% of the time</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Defined Service & Instrument reliability metrics will be met</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">On time PMs 100%</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Required upgrades within defined timeframe</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">MTBF, MTTr..</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">TSC for unintended service.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Remote WO closure - Remote connectivity, Logs analysis for investigations per defined criteria</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Documentation of activity in ServiceMAX within 24 hours of occurrence; WO activities resolved within 3 5 days of completion of work. WO rework to be completed within 3 days of notification.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Total Service Cost/Instrument</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Labor / Parts / Travel</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Complaints and Escalations</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">FSE Time per Service Request (Labor Hours)</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">First time Fix rates & Repeat/Return Calls</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Call closure rates – as defined in individual goals & objectives each year.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Arial Narrow', sans-serif;text-indent:23.3333px">Customer satisfaction</li> </ul> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"><strong> </strong></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"><strong>Additional Responsibilities</strong></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">May perform other duties as assigned by the Manager or Supervisor. Identify and make recommendations for improvements to products, functions, and processes</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"><strong>Knowledge, Skills, and Abilities</strong></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">Excellent organizational, record keeping, documentation and inventory skills required</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">Technical writing skills a plus</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">Proficient with Microsoft applications and familiar with computerized call handling systems</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">Excellent analytical and troubleshooting skills</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">Self-motivated and self-directed. Must be able to bring tasks through to completion with minimal supervision.</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">Strong interpersonal and communication skills in both written and oral formats, and the ability to communicate technical information effectively </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">Strong focus on customer service and building relationships while meeting expectations and deliverables</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">Ability to adapt to changing environments with varying complexity and identify solution-oriented ideas</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">Maintains composure when faced with competing priorities and effectively manages timeline and resolution of customer complaints </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"><strong>Education</strong></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">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.</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"><strong>Experience </strong></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">0 - 2 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with a Bachelor’s Degree</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">2 - 4 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with an Associate Degree</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">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.</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"><strong><u>Equivalency:</u></strong></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">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.</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">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</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">years of experience.</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"><strong><u>Occupational Demands:</u></strong></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">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.)</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif">#LI-DC1</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Arial Narrow', sans-serif"> </p><p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Third Party Agency and Recruiter Notice:</span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">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.</span></span></p> <p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><strong><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.</span></span></strong></p> <p> </p> <p><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></p> <p><strong>Location: NORTH AMERICA : USA : MO-St. Louis:USHOME - Home Address US</strong> </p> <p> </p> <p><a href="https://www.grifols.com/en/what-we-do" target="_blank" rel="noopener">Learn more about Grifols</a></p> <p> </p>