Mid​/Overnight - Medical Device Service Support Specialist

Mid Day/Overnight - Medical Device Service Support Specialist I

Location:

NC-RTP, US Contract Type:
Regular Full-Time Area: TECHNICAL ASSISTANCE

Req

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.

The Technical Support Specialist (TSS) for the Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing the highest quality service and support to Grifols customers via phone. TSS will provide direction to 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.

To succeed in this role, we are seeking individuals with at least a Bachelors degree in Health Science or related field, Medical Technologist certificate is preferred along with at least 1 year of experience in a laboratory environment and/or executing protocols on medical research projects. Experience in customer service facing role is preferred. Individuals with prior experience in a customer technical support specialist role is also preferred.

The shifts we are prioritizing are:
Third Shift - 11:30 am to 8 pm Eastern or Overnight – 7pm to 4am Eastern

• Work directly with external and internal customers either by telephone, electronically, or face-to-face in a professional manner to handle and resolve customer inquiries and complaints using analytical, problem-solving skills.
• Research customer issues using available and approved resources to provide customers with correct product and service information.
• Supply timely verbal solutions to customers as needed with customer inquiries and complaints.
• Identify and escalate customer priority issues as needed.
• Route calls, investigations or written responses to appropriate resources including Field Service, Escalation Support Teams and/ or Quality Assurance.
• Effectively communicate root cause for technical issues to customers and interdepartmental teams.
• Responsible for accurate and timely documentation of all customer communication in the CRM system.
• Summarize and record details of inquiries and any actions taken to resolve the customer issue.
• Adhere to technical writing objectives to ensure compliance and maintain regulatory needs of content.
• Attach all data to support the investigation in the CRM.
• Manges multiple client calls and multitask to meet competing deadlines
• Maintain proficiency on current assays and instrumentation.
• Stay current on instrumentation, software and assay standards, upgrades, and technical documentation associated.
• Support multiple platforms progressively.
• Provide technical support during designated shifts to support 24 hours a day, 7 days a week, 365 days a year availability to internal and external customers.
• Responsible for execution of routine instrument maintenance and basic troubleshooting of triage lab equipment.
• Interprets KPI metrics and applies to current role to drive performance efficiencies.
• Up to 20% travel required for training, group meetings and general customer support.

• 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.
• Reacts positively to difficult challenges or adversity, is a role model for other TSS team members and shares innovative ideas.

• Basic understanding of laboratory protocols and/or SOPs.
• Strong analytical and troubleshooting skills.
• Strong…