Field Service Engineer - Boston, MA

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 (“FSE”) provides service and support to our Grifols customers at the customers facility and via remote access tools and telephone. The FSE will work and reside primarily in the Boston, MA. area with up to 70% of travel throughout the region. Will occasionally support other areas primarily located on the east coast as well the United States.

 

The position will be responsible for customer relationship management and collaborating with interdepartmental teams to ensure proper resolution and close out of regulated documentation in the CRM system. The FSE will manage all preventative maintenance and system upgrades of instrumentation and its interface at the customer site and provide troubleshooting to diagnose and resolve technical issues on a variety of electromechanical, fluidic and medical devices. Deals with diverse and oftentimes complex issues where analysis may require in-depth evaluation of many factors, and functions as the reference for troubleshooting, investigations and log analysis for FSE team members within and outside the assigned region.

 

The team is looking for an individual with first electrical / mechanical work experience. Independently exercises judgement in evaluating methods and determine criteria for obtaining solutions is a must. The FSE is required to live within 50mi of the Metro Philadelphia area.

 

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.

 

Your primary responsibilities:

• The engineer will work on our IH equipment (Erytra/Eflexis) and has the possibility to cross train on our NAT equipment (Panther/RES), if desired.
• 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.

• Manages inventory of parts and calibrated tools stored at primary customer sites. Always maintains essentials tools and critical inventory parts.

           

More about us, benefits we provide you

• Hourly pay plus annual bonus target
• Company Car, Laptop and Cell Phone
• Paid Vacation, paid parental leave, PTO holidays, floating holidays
• Professional development opportunities (training, career development)
• Gym pass, Employees perks program
• 401 (K) Retirement Plan (Grifols will match 100% on the first 4% of eligible compensation you contribute, and 50% on the next 2% of eligible compensation you contribute)
• Health insurance: Medical, Dental, Vision