Grifols Shared Services North America, Inc Technical Support Manager in Freehold, New Jersey

For more than 75 years, Grifols has worked to improve the health and well-being of people around the world. We are a global healthcare company that produces essential plasma-derived medicines for patients and provides hospitals and healthcare professionals with the tools, information and services they need to deliver expert medical care.

Headquartered in Barcelona, Spain, Grifols has nearly 18,500 employees in 30 countries. Grifols’ three main divisions - Bioscience, Diagnostic and Hospital - develop, manufacture and market innovative products and services available in more than 100 countries.

A leader in transfusion medicine, the Diagnostic Division is a global business focused on providing innovative solutions to help ensure the safety of the blood and plasma supply, detect human diseases and monitor therapies. The division advances patient care with diagnostic solutions to improve disease detection and management, and simplify laboratory operations.

Field Technical Managers are key members of the Grifols Diagnostic Solutions Global Service & Training organization. This job description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Managers and supervisors may assign other duties as needed.

Primary responsibilities for role:

  • Interview, select, and supervise the Technical Account Specialists and Field Service Engineers who service and maintain Grifols’ instruments

  • Plan and assign the work of Field Service Engineers and Technical Account Specialists, including appraisals of productivity and efficiency

  • Mentor Field Service Engineers and Technical Account Specialists to aid career development and pursuit of individual goals, including the creation of personal development plans as appropriate

  • Evaluate the performance of Field Service Engineers and Technical Account Specialists, including direct observations of technical skills and providing supplemental training as needed as well as issuing discipline and selecting candidates for promotion

  • Prepare and maintain team activity records and appraise productivity and efficiency to evaluate associate performance and recommend technical changes

  • Manage new product launches and implementations

  • Collaborate with groups with GDS to assure rapid resolution of customer complaints, including root cause investigations

  • Communicate integrally with Global Support and Training (GS&T) and Account Managers regarding product performance, participation in development teams and process development and improvements

  • Assume additional managerial responsibilities in the absence of fellow Field Technical Managers or Senior Leadership

  • Identify and implement system improvements independently, including customer instrument evaluations, upgrades, installations, preventive maintenance, and ongoing customer service and support

  • Demonstrate and support the Grifols Values & Behaviors

  • Adhere to Grifols procedures and protocols, as outlined by the Grifols GST organization and Grifols Diagnostic Solutions

  • Projects

  • Maintain communication within Grifols and customers

  • Develop project plans

  • Participate in new product launches

  • Maintain and track cross functional timelines with all Grifols departments

  • Personal Development - Field Technical Managers continue to develop and enhance:

  • Presentation Skills

  • Communication Skills

  • Project Management

  • Mentoring Skills

  • Budget Management

Additional Responsibilities:

Additional Responsibilities include but are not limited to:

  • Training new employees and completing new employee orientation on technical aspects (including hybrid employees and other departments’ new employees )

  • Document translation and verification

  • Assist Sales Executives in commercial offer documentation

  • SOP creation/ modification

  • Inventory Control

  • Travel and expense budget

  • Spare parts consumption

Knowledge, Skills, and Abilities:

  • Demonstrated expertise in managing support and service of highly complex instrumentation

  • Demonstrated leadership ability

  • Commitment to and focus on results and customer satisfaction

  • Excellent organization, record keeping, and inventory skills

  • Proficiency with Microsoft applications and call handling systems

  • Analytic and problem-solving skills

  • Self-motivated and self-directed, with strong interpersonal and communication skills

  • Demonstrated ability to communicate technical information effectively

Mission Critical Competencies:

  1. Customer Focus

  2. Dedication to meeting the expectations and requirements of internal and external customers; receives and uses customer information to improve products and services; acts with customers in mind; establishes and maintains effective relationships with customers

  3. Intellectual Horsepower

  4. Is bright, intelligent, and comfortable with complex concepts; intellectually capable and agile

  5. Composure

  6. Poised and mature; does not become defensive or irritated in response to criticism or challenges; effectively manages stress; responds professionally to setbacks; has a calming influence on others

  7. Functional/Technical Skills

  8. Possesses the technical knowledge and skills required to succeed

  9. Self-Knowledge

  10. Knows own strengths, weaknesses, opportunities, and limits; welcomes feedback; gains insights from mistakes

  11. Drive for Results

  12. Can be counted on to exceed goals; acts with awareness and familiarity of budget constraints; steadfastly pushes self and others to exceed expectations

  13. Directing Others

  14. Effective and direct communicator; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people

Education:

Bachelor of Science or equivalent military education and experience

Experience:

High level of performance as a Field Service Engineer III or Technical Account Specialist III or equivalent years of experience in customer service/technical support.

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 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 years of experience.

Occupational Demands:

  • Required travel outside of assigned geographic area

  • Work hours are flexible and vary

  • Candidate must be available by phone

  • Rotating obligations for on-call work during weekends and holidays

EEO Minorities/Females/Disability/Veterans

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Location: [[mfield6]] : [[cust_building]]

Learn more about Grifols at http://www.grifols.com/es/web/international/home

Req ID: 72602

Type: Regular Full-Time

Job Category: Technical Assistance