[Hiring] Technical Account Specialist @GRIFOLS, S.A.

Role Description

The Technical Application Specialist I (TAS I) for Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing solution-oriented consultative training, technical support, and troubleshooting to Grifols customers at their facility, and via phone and remote access. The position will be responsible for customer relationship management, ensuring accurate and complete commercial positioning and collaborating with interdepartmental teams to ensure efficient implementation and go-live, proper resolution of customer inquiry and complaints, and completing regulated documentation in the CRM system.

TAS I promotes teamwork and cooperation by removing barriers to drive customer productivity, and maximizes customer satisfaction through timely technical support on Grifols products and services. This position will maintain subject matter expertise on analyzer platforms assigned and all applicable reagent products.

TAS I initiates and works through complex issues with a TAS II or TAS III and Global Response Team.

Qualifications

• Excellent organizational, record keeping, documentation 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
• 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
• Maintains composure when faced with competing priorities
• Demonstrate integrity, confidence and passion when interacting with customers
• Technical writing skills a plus

Requirements

• Equivalent military experience or Associates Degree in Medical Laboratory Science with 2 years’ experience
• Bachelor of Science in Medical Technology or related scientific discipline is highly preferred
• 0 - 2 years of experience working in hospital laboratory environment or clinical diagnostic industry with a Bachelors Degree
• 2 - 4 years of experience working in hospital laboratory or clinical diagnostic industry with an Associate Degree
• Familiarity with testing requirements of transfusion medicine labs is highly preferred

Benefits

• Medical, Dental, Vision, life insurance
• PTO and paid holidays
• Up to 5% 401(K) match
• Tuition reimbursement
• Eligible to participate in up to 5% of the company bonus pool

Key Performance Indicators / Measures for Success

• Internal Training and corporate training will be completed on time 98% of the time
• Documentation of activity in ServiceMAX within 24 hours of occurrence
• WO activities resolved within 5 days of completion of work
• WO rework to be completed within 3 days of notification
• Remote WO closure - remote connectivity, logs analysis for investigations per defined criteria
• Total Service Cost/Instrument
• Labor / Travel / Training
• Complaints and Escalations
• Call closure rates – as defined in individual goals & objectives each year
• Customer satisfaction

Occupational Demands

• Must have valid driver’s license to perform job duties and travel to customer site
• Position will be based in the field with up to 70% travel required
• Work hours change based on the needs of the customer and business
• Candidate must be accessible to address customer complaints during off hours as needed
• Ability to lift up to 50 lbs (22.68Kg) as an essential function of the role
• Bending, stooping, standing for longer periods of time while at customer site