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Grifols Shared Services North America, Inc Field Service Engineer I - Atlanta in Atlanta, Georgia

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The Field Service Engineer I Grifols Diagnostic Solutions Global Service & Training organization with the primary responsibility of providing the highest quality service and support to Grifols customers at the customer facility and by telephone.

Primary Responsibilities:

  • 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. Project Management.

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. Assistance with training new employees (TAS/ FSE Hybrid and BMIT/BMET). SOP creation/ modification. 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.
  1. Intellectual Horsepower
  • Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
  1. 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-mechanial equipment

Experience:

Entry: If candidate has a degree, no previous experience in operating diagnostics equipment in a laboratory environment required. Otherwise, please see Education requirements for additional experience required.

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 Associate’s degree plus 2 years of experience, an equivalency 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.)

EEO Minorities/Females/Disability/Veterans

CLK789

Req ID: 86405

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