Technical Account Specialist II - Seattle, WA

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.

Grifols Diagnostic Solutions is seeking a Technical Account Specialist II in Seattle, WA. The Technical Application Specialist II (TAS II) 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 II 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 assist with training and mentoring TAS I level along with other departments. This position will maintain subject matter expertise on analyzer platforms assigned and all applicable reagent products.  TAS II deals with diverse and oftentimes complex issues, where analysis may require in-depth evaluation methods and may determine criteria for obtaining solutions.

 

To be successful in this role, we are seeking individuals with a Bachelor of Science in Medical Technology with 2 years of experience in blood banking (immunohematology) hospital laboratory experience.  

                                                                                     

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