About this role
<p> <style type="text/css">table.MiTabla { max-width: 1020px;!important </style> </p> <table border="0" cellpadding="0" cellspacing="0"> <tbody> <tr> <td><img align="top/" alt="" src="https://staticweb.grifols.com/documents/675849/2554718/SSFF_12_RTP.jpg/e927357c-78bb-e703-4649-7a791f0407ac?t=1636640424809"></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> <h1 style="margin:12.0pt 0.0in 0.0in;font-size:16.0pt;font-family:Calibri, sans-serif;color:#365f91;font-weight:normal"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">The Technical Support Specialist (TSS) for the Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing the highest quality service and support 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.</span></h1> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">To succeed in this role, we are seeking individuals with at least a Bachelors degree in Health Science or related field, Medical Technologist certificate is preferred along with at least 1 year of experience in a laboratory environment and/or executing protocols on medical research projects. Experience in customer service facing role is preferred. Individuals with prior experience in a customer technical support specialist role is also preferred. </span></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">The shifts we are prioritizing are: <strong>Third Shift - 11:30 am to 8 pm Eastern</strong> or <strong>Overnight – 7pm to 4am Eastern</strong></span></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">Responsibilities</span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">Work directly with external and internal customers either by telephone, electronically, or face-to-face in a professional manner to handle and resolve customer inquiries and complaints using analytical, problem-solving skills. </span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">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.</span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">Identify and escalate customer priority issues as needed. Route calls, investigations or written responses to appropriate resources including Field Service, Escalation Support Teams and/ or Quality Assurance. </span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">Effectively communicate root cause for technical issues to customers and interdepartmental teams.</span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">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. </span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">Manges multiple client calls and multitask to meet competing deadlines</span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">Maintain proficiency on current assays and instrumentation. Stay current on instrumentation, software and assay standards, upgrades, and technical documentation associated. Support multiple platforms progressively.</span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">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. </span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">Responsible for execution of routine instrument maintenance and basic troubleshooting of triage lab equipment. </span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif"> Interprets KPI metrics and applies to current role to drive performance efficiencies. </span></li> <li style="color:#262626;line-height:115%;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif">Up to 20% travel required for training, group meetings and general customer support.</span></li> </ul> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">Additional Responsibilities</span></strong></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">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 TSS team members and shares innovative ideas.</span></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">Knowledge, Skills, and Abilities</span></strong></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">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. Must be accessible for contact by phone and coverage for evening and weekend on-call assignments.</span></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">Education</span></strong></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">Bachelors degree in Health Science or related field. Medical technologist certificate preferred. </span></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">Experience</span></strong></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">Preferred 1 year of experience in laboratory environment and/or executing protocols on medical research projects. Experience in customer service facing role.</span></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">Equivalency</span></strong></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">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’s degree, plus 2 years of experience, an equivalent could include 4 years of experience or Bachelor’s degree.</span></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">Occupational Demands</span></strong></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">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.</span></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Arial Narrow', sans-serif;color:#262626">#LI-DC1</span></p> <p style="line-height:115%;margin:0.0in;font-size:12.0pt;font-family:Cambria, serif"> </p><p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Third Party Agency and Recruiter Notice:</span></span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><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></span></p> <p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><b><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></b></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><b>Location: <span>NORTH AMERICA : USA : NC-RTP</span>:<span>[[cust_building]]</span></b> </p> <p> </p> <p><a href="https://www.grifols.com/en/what-we-do" target="_blank">Learn more about Grifols</a></p> <p> </p>