Field Service Engineer - Dallas, TX

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 Field Service Engineer I (FSE I) for Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing the highest quality service and support to Grifols customers at the customer facility and via remote access tools and telephone. 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.

FSE I 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 and evaluation of many factors. Works with FSE II, FSE III and Global Response Team as needed in troubleshooting and investigations and log analysis.

This Field Service Engineer will service the territory of Dallas, TX and surrounding areas. This will also serve as a backup support for the West territory, and additional support for the North America DXCTS team. The Field Service Engineer reports directly to the Regional Service Supervisor and works 100% remotely with up to 70% of travel. For this position, we have the onboarding & trainings center in North Carolina where we provide the necessary knowledge about our equipment and also provide regular trainings.

The engineer will work on our IH equipment (Erytra/Eflexis) and later on our NAT equipment (Panther/RES).

• 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.

• Internal Training and corporate training will be completed on time 98% of the time
• PMs 100% on time
• Documentation of activity within 24 hours of occurrence; SR activities resolved within 3 days of completion of work. SR rework to be completed within 3 days of notification.
• Total Service Cost/Instrument o Labor o Parts o Travel
• FSE Time per Service Request (Labor Hours)
  • Mean Time Between Failure (MTBF)
• Invalid Runs, Invalid Samples, RUF (Reagent utilization Factor)
• MTTR
• Repeat/Return Calls
• Call closure rates – as defined in individual goals & objectives each year.
• Customer satisfaction

• Additional Responsibilities include but are not limited to:
  May perform other duties as assigned by the Manager or Supervisor. Document translation & verification. Root cause analysis. Identify and make recommendations for improvements to products, functions, and processes.

• Excellent organizational, record keeping and inventory skills required.
• Knowledge of GMP, ISO and other certifying agency policies and regulations.
• Proficient with…