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

Grifols is a global healthcare company that has been improving health and well‑being since 1909. We are leaders in plasma‑derived medicines and transfusion medicine, operating in more than 110 countries.

Provides high‑quality service and support to Grifols customers via phone, using analytical troubleshooting skills and documenting inquiries or complaints in the CRM system. The TSS responds to clients within a designated timeframe and collaborates with interdepartmental teams to ensure proper resolution and closure of regulated documentation.

To succeed in this role, candidates should have at least a Bachelor's degree in Health Science or related field; a Medical Technologist certificate is preferred. Candidates should also have at least 1 year of experience in a laboratory environment or executing protocols on medical research projects. Customer service experience is preferred, and prior experience in a technical support specialist role is a plus.

Third Shift - 11:30 a.m. to 8 p.m. Eastern or Overnight – 7 p.m. to 4 a.m. 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 and supply timely verbal solutions to customers as needed with customer inquiries and complaints.
• Identify and elevate 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. Attach all data to support the investigation in the CRM.
• Manage 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.
• Perform routine instrument maintenance and basic troubleshooting of triage lab equipment.
• Interpret KPI metrics and apply them to drive performance efficiencies.
• Up to 20% travel required for training, group meetings and general customer support.

Constantly improve and seek excellence in the role and area of expertise. Work collaboratively and inclusively with others, listen actively, communicate positively, react positively to difficult challenges or adversity, serve as a role model for other TSS team members, and share innovative ideas.

Basic understanding of laboratory protocols and/or SOPs. Strong analytical and troubleshooting skills. Strong communication skills including interpersonal, verbal, and listening with stakeholders at all levels. Demonstrated ability to work in team environment to meet goals and multiple competing timelines. Effective organizational and record‑keeping skills. Experience with cloud‑based software applications. Proficient with Microsoft Office suites. Must be flexible to work a non‑traditional 40‑hour work week and be available for contact by phone and for evening and weekend on‑call assignments.

Bachelor's degree in Health Science or related field. Medical technologist certificate preferred.

Preferred 1 year of experience in laboratory environment and/or executing protocols on medical research…