Grifols Shared Services North America, Inc Field Service Engineer II - San Jose in Oakland, California
The Field Service Engineer II 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 for role
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
FSE Time per Service Request (Labor Hours)
Mean Time Between Failure (MTBF)
Invalid Runs, Invalid Samples, RUF (Reagent utilization Factor)
Call closure rates – as defined in individual goals & objectives each year.
Including but 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
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 :
Is dedicated to meeting the expectations and requirements of internal and external customes; 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.
Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
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.
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
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
Career: If candidate has a degree, minimum of 5 years experience in operating diagnostics equipment in a laboratory environment required. Otherwise, please see Education requirements for additional experience required.
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.)
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.
Req ID: 131675