[Hiring] Field Service Engineer @GRIFOLS, S.A.

Role Description

The Field Service Engineer I (FSE I) for Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing the highest quality service and support to Grifols customers at the customer facility and via remote access tools and telephone.

• Responsible for customer relationship management and collaborating with interdepartmental teams to ensure proper resolution and close out of regulated documentation in the CRM system.
• Manage all preventative maintenance and system upgrades of instrumentation and its interface at the customer site.
• Provide troubleshooting to diagnose and resolve technical issues on a variety of electromechanical, fluidic and medical devices.
• Service the territory of Dallas, TX and surrounding areas, with backup support for the West territory and additional support for the North America DXCTS team.
• Work 100% remotely with up to 70% travel.
• Participate in onboarding & training at the center in North Carolina.
• Work on IH equipment (Erytra/Eflexis) and later on NAT equipment (Panther/RES).

Qualifications

• Equivalent military experience or Associates Degree with 2 years’ experience or High School Diploma/GED with 4+ years’ experience managing electronic/electro-mechanical equipment.
• Bachelor’s Degree in Engineering or related Scientific Discipline is highly preferred.

Requirements

• 0 - 2 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with a Bachelor’s Degree.
• 2 - 4 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with an Associate Degree.
• 4+ years of experience working with lab equipment and/or electronic/electro-mechanical equipment with High School Diploma.
• Prior experience working in regulated environment highly preferred.
• Experience with Service Max/Sales Force platform is a plus.

Benefits

• Flexible work hours, not conforming to a standard 40 hour work week.
• Overtime may be required.
• Ability to work from a home office.

Key Performance Indicators / Measures for Success

• Internal Training and corporate training will be completed on time 98% of the time.
• Defined Service & Instrument reliability metrics will be met.
• On time PMs 100%.
• Required upgrades within defined timeframe.
• Documentation of activity in ServiceMAX within 24 hours of occurrence.
• Customer satisfaction.

Additional Responsibilities

• May perform other duties as assigned by the Manager or Supervisor.
• Identify and make recommendations for improvements to products, functions, and processes.

Knowledge, Skills, and Abilities

• Excellent organizational, record keeping, documentation and inventory skills required.
• Technical writing skills a plus.
• Proficient with Microsoft applications and familiar with computerized call handling systems.
• Excellent analytical and troubleshooting skills.
• Self-motivated and self-directed.
• Strong interpersonal and communication skills in both written and oral formats.
• Strong focus on customer service and building relationships.
• Ability to adapt to changing environments with varying complexity.
• Maintains composure when faced with competing priorities.

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.
• Work hours are flexible; overtime will be required.
• Candidate must be accessible for contact by phone and cover rotations for weekend/holiday on-call.
• Ability to lift up to 50 lbs as an essential function of the role.