Field Service Engineer - Jacksonville, FL

Location:

FL-Jacksonville, US

Contract Type:
Regular Full-Time

Area: TECHNICAL ASSISTANCE

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 Jacksonville, FL and surrounding areas. This will also serve as a backup support for the Central 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).

• Responsible for customer relationship management by responding to clients within designated time frames regarding inquiries, complaints, service calls and site evaluations on instrumentation. Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts.
• Coordinates and executes hardware upgrades and regulatory documents associated with client site.
• Collaborates with project team and performs software upgrades and product installations including installation, operational and performance qualifications. Ensures proper transition of project timeline to Technical Application Team.
• Proactively and independently manages ongoing preventive maintenance calls per manufacturers requirements including scheduling with client, documenting and attaching work in CRM per regulatory guidelines within designated time frames.
• Partners with Telephone Support Team to provide additional technical guidance via phone and schedule corrective service activities per scope of work listed in client contract as needed.
• Identifies client's needs for those without a contract and communicates to respective Sales Representative for potential lead to establish new contract
• Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts or analyzers for new installations.
• Collaborates with Global Response Team (GRT) for corrective service calls that fall outside of predetermined parameters to ensure proper resolution and documentation of customer complaint
• Escalates customer needs outside of defined scope of work and proactively communicate to other departments within Grifols such as Sales, Supply Chain, etc. to assure rapid resolution of issues raised
• Responsible for accurate and timely documentation in CRM System of all work performed and any technical guidance provided to the customer as per regulatory guidelines. Tracks all outstanding customer action items and ensures proper documentation is entered for closure.
• Maintains basic knowledge on all product lines and keeps informed of technical bulletins for system updates
• Manages inventory of parts and calibrated tools stored at primary customer sites. Always maintains essentials tools and critical inventory parts.
• Accountable for assigned company assets including company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, corporate card and expense management, etc.
• Maintains active status on all vendor credentialing programs to perform work at designated client sites
• Responsible for meeting certification requirements on existing instrument platform and cross training to gain additional technical knowledge on other platforms. Independently manages schedule and travel reservations to accommodate for…