Field Service Engineer - South Tampa, FL

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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:

Grifols Diagnostics Solutions is seeking a Field Service Engineer to oversee the South Tampa (Sarasota, Venice, Ft. Myers) territory, with occassional assistance in Jacksonville, FL and the Florida Panhandle. This position will report to the Regional Service Supervisor and will be part of the Diagnostic Customer Technical Support (DxCTS) orginization. You 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 Field Service Engineer 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. The primary instruments you'll be working on are our Immunohematology product lines including the Erytra/Erytra Eflexis. In order to be successful in this position, candidates should have a Bachelor's Degree and previous experience as a Field Service Engineer in the Diagnostics industry. 

 

Your primary responsibilities:

• Responsible for customer relationship management by responding to clients within designated timeframe regarding inquiries, complaints, service calls and site evaluations on instrumentation. Indecently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts. 
• Coordinates and executes hardware upgrades and regulatory documents associated with client site  
• Collaborates with project team and performs software upgrades and product installations including installation, operational and performance qualifications. Ensures proper transition of project timeline to Technical Application Team.
• Proactively and independently manages ongoing preventive maintenance calls per manufactures requirements including scheduling with client, documenting and attaching work in CRM per regulatory guidelines within designated timeframes
• Partners with Telephone Support Team to provide additional technical guidance via phone and schedule corrective service activities per scope of work listed in client contract as needed. Documents all activates within CRM System in accordance with regulatory guidelines and within designated timeframes
• Identifies client's needs for those without a contract and communicates to respective Sales Representative for potential lead to establish new contract
• Collaborates with Global Response Team (GRT) for corrective service calls that fall outside of predetermined parameters to ensure proper resolution and documentation of customer complaint
• Escalates customer needs outside of defined scope of work and proactively communicate to other departments within Grifols such as Sales, Supply Chain, etc. to assure rapid resolution of issues raised
• Responsible for accurate and timely documentation in CRM System of all work performed and any technical guidance provided to the customer as per regulatory guidelines. Tracks all outstanding customer action items and ensures proper documentation is entered for closure. 
• Maintains basic knowledge on all product lines and keep informed of technical bulletins for system updates
• Manages inventory of parts and calibrated tools stored at primary customer sites. Maintains essentials tools and critical inventory parts at all times
• Accountable for assigned company assets including company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, corporate card and expense management, etc.
• Maintains active status on all vendor credentialing programs to perform work at designated client sites
• Responsible for meeting certification requirements on existing instrument platform and cross training to gain additional technical knowledge on other platforms. Independently manages schedule and travel reservations to accommodate for training courses. 
• Interprets KPI metrics and applies to current role to drive performance efficiencies
• Manages portfolio of multiple clients and multitasks to meet competing deadlines
• Compliance - Adhere to procedures and protocols outlined by the Grifols Diagnostic organization in additional to department SOPs. <