Medical Lab Technologist / Clinical Lab Scientist II for Blood Bank (Technical Acct Specialist II)

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

Job Title -  Technical Account Specialist II

 

Typically includes all responsibilities as listed for TAS I position plus:

• Serves as the lead technical expert for field support staff with identification, analysis, and resolution of complex instrument implementations, including pre-installation planning to resolution of post-implementation issues.                                                               
• Provides analysis, feedback and recommendations on product failure trends and service ability issues
• Coaches and guides new staff and provides hands-on learning opportunities in the field. Liaison with other departments to resolve diverse issues which affect customers
• Assists TAS I with difficult technical calls that requires more in depth troubleshooting and ensures documentation in CRM for accuracy and timely solutions
• Gathers data, reads instrument logs to identify errors, and analyzes trends regarding instrumentation and reports findings to Management, Global Response Teams and respective departments
• Responsible for providing regular communication to DxCTS and Account Managers regarding account performance, participates in process improvements
• Collaborates with Global Response Team and conducts root cause analysis for reagent concerns and trends         
• Cross trained on more than one instrument and executes all levels of installations, reagent investigations, etc.
• Identifies and make recommendations for improvements to products, functions, and processes to drive key performance metrics
• Provide technical support (e.g. upgrades, installation and troubleshooting) for networks and software
• Participate in investigations and troubleshoot customer complaints and inquiries specific to designated software and systems applications. Participate in complaint trending activities for specific products
• Participate in deviation investigations for designated IT/software product issues and assist with implementation of associated corrective actions                                           

 

Responsibilities of TAS I:

• Manages technical concerns and training of multiple laboratory clients and multitasks to meet competing deadlines.                                                         
• Responsible for customer relationship management by responding to clients within designated timeframe regarding inquiries, complaints, service calls and product solutions at customer sites and Grifols facilities of reagents and assays.
• Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of reagents.                                          
• Executes implementation activities from pre-implementation through go live including but not limited to instrument configuration, LIS connectivity, customer training and instrument validation support
• Independently coordinates and provides technical training, consultation and ongoing support of Grifols diagnostic products at client site. Independently manages schedule and travel reservations to accommodate for client support activities.
• Proactively and independently manages ongoing reagent and assay investigations per manufactures requirements including scheduling with client, documenting and attaching work in CRM per regulatory guidelines within designated timeframes             
• Identifies and resolves issues with clear Root cause analysis.
• Identifies and escalates customer needs outside of defined scope of work or contract and proactively communicate to other departments within Grifols such as Sales, Supply Chain, etc. to assure rapid resolution of issues raised<