Mid​/Overnight - Medical Device Service Support Specialist

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.

The shifts we are prioritizing are:
Third Shift - 11:30 am to 8 pm Eastern or Overnight – 7pm to 4am Eastern
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• 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 escrow 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.
• 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.
• Responsible for execution of routine instrument maintenance and basic troubleshooting of triage lab equipment.
• Interpret KPI metrics and apply 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 communication skills including a combination of 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 using cloud‑based software applications. Proficient with Microsoft Office suites. Must be flexible to work a non‑traditional 40‑hour work week.

Must be accessible for contact by phone and coverage for evening and weekend on‑call assignments.

Bachelor’s degree in Health Science or related field.…