Medical Device Service Support Specialist II - NAT and IH - Second Shift

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:

The Tier 1 Technical Support Specialist (TSS) for Medical Devices in the field of IVD at the Grifols DxCTS (Diagnostic Customer Technical Support) Team has the primary responsibility of providing the highest quality service and support (tier 1) to Grifols customers via phone. TSS will provide directions to the customer base using analytical troubleshooting skills while documenting product inquiries or complaints in the Customer Relationship Management System (CRM). The TSS is responsible for responding to clients within a designated timeframe regarding inquiries and complaints. The position will collaborate with interdepartmental teams to ensure proper resolution and closure of regulated documentation in the CRM system. The individual will be a subject matter expert on our platforms and mentor other team members.

 

To be able to fulfil this role the individual needs to be customer oriented and present excellent communication as well as analytical, problem-solving skills. An Engineering degree and a minimum of 3 years of experience is very beneficial and prior work experience in a laboratory or customer service environment with NAT and Blood Typing Instruments is also very beneficial.

 

This role will have a rotating schedule, which occurs every 2nd pay period (once a month), with defined shift times. The shift we are prioritizing for this role is our second shift (swing) from 3pm to 11:30pm EST. 

 

Schedule: Rotating schedule once a month 

1. Sunday through Thursday

2. Monday through Friday

3. Tuesday through Saturday

 

Shift Time: Second (Swing) Shift - 3pm to 11:30pm EST

Graveyard - 11pm to 7:30am EST

  

 Primary responsibilities for role:

• Work directly with external and internal customers either by telephone, electronically, or face-to-face.
• Research customer issues using available and approved resources to provide customers with correct product and service information. Route calls, investigations, or written responses to appropriate resources. Responsible for accurate and timely documentation of all customer communication in the CRM system.
• Responsible for execution of routine instrument maintenance and basic troubleshooting of triage lab equipment.
• Communicates technical guidance to clients through email and written formats.
• Mentor to TSS I by providing feedback based on documentation review in CRM for accuracy and completeness within specified timeframes.
• Developed to be Subject Matter Expert on a specific product line and will assist in the review of technical documents such as job aids and new procedures for next level approval.
• Responsible for meeting and maintaining certification requirements on existing instrument platform and cross training as assigned to gain additional technical knowledge on other platforms.    
• Gathers data and analyzes trends regarding instrument or reagent issues.
• Handled complex client inquires to assess if able to resolve or escalate support to Global Response Team.
• Monitors regulatory compliance for customer testing and potential claims.
• Continued development with ongoing training to enhance communication and presentation skills with clients and interdepartmental teams.
• Contributes to projects with cross functional teams and provides timely updates to stakeholders within designated timeframes.
• Up to 20% travel required for training, group meetings and general customer support.

 

Additional Responsibilities:

Constantly improves and seeks excellence in his/her role and area of expertise. Works in collaborative and inclusive ways with others, listens actively and communicates in a positive way. Reac