Floater Field Service Engineer - Raleigh-Durham, NC.

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.

Summary:

This Field Service Engineer will work and reside primarily in the Raleigh-Durham, NC. area during training (estimated 12-18 months), and for co-travel opportunities with up to 70% travel throughout the region, providing service and support to Grifols customers onsite and by telephone. Upon completion of training, work will continue in this area however, this engineer MUST BE willing to relocate within the continental United States should a company need arise. A high sense of customer service, and experience servicing electronic/electro-mechanical equipment is required in this role. This Field Service Engineer works very independently and reports directly to the Regional Technical Support Manager. For this position, onboarding & training will be conducted at our training facility in Research Triangle Park, North Carolina. The engineer will work on our Immunohematology (IH) equipment and later on our Nucleic Acid Testing (NAT) platforms.

 

Why Grifols:

The Field Service Engineer is a partner, decision maker, creative thinker and an independent worker and is given the opportunity to grow with us. The work environment is characterized by an open leadership style and an open and supportive culture. We encourage you to identify and make recommendations for improvements to products, functions, and processes.

                                                        

 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.

                                                                                            

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
  • Labor
  • Parts
  • 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.