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Grifols Shared Services North America, Inc Field Service Engineer II - New York in New York City, New York

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Summary:

The Field Service Engineer II Grifols DXCTS (Diagnostic Customer Technical Support) 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 for role:

  • 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.

  • Compliance - Adhere to procedures and protocols outlined by the Grifols DxCTS organization and Grifols Diagnostic organization.

  • 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 DxCTS and Account Managers regarding product performance, participation in development teams and process development and improvements

  • Personal Development - The FSE II 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

o Labor

o Parts

o 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

Knowledge, Skills, and Abilities:

  • Demonstrated, superior expertise in supporting and servicing highly complex instrumentation.

  • 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.

  1. Functional/Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Education:

Bachelor’s 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-mechanical equipment

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 degree with 6 years of experience, or a master’s degree with 2 years of experience.

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 to 30 lbs. (15Kg) as an essential function of the role (lifting of equipment for installation and preventative maintenance.)

EEO Minorities/ Disability/Veterans

Grifols is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, religion, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status or any other classification protected by applicable State/Federal laws. We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Req ID: 236508

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