Manager, Product Development & Support

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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 Manager, Product Development & Support leads the Product Development & Support (PD&S) engineering team responsible for technical complaint investigations across the MDS Instrument portfolio. This role serves as the primary technical interface across the organization while remaining actively engaged in laboratory testing, technical troubleshooting, and complex investigations. Through direct technical leadership, process improvement, documentation approval, and participation in cross-functional governance, the Manager ensures complaint findings support product reliability, regulatory compliance, and effective lifecycle management.

Leads the end-to-end technical investigation process for instrumentation complaints involving MDS instrumentation, ensuring investigations are prioritized, assigned, executed, reviewed, approved, and returned to Quality Assurance within established expectations.

Reviews and provides final technical approval of complaint investigations prepared by the PD&S team, ensuring the investigation strategy, supporting evidence, root-cause analysis, conclusions, and recommended actions are complete, technically sound, traceable, and compliant with applicable FDA and ISO requirements.

Performs and directs hands-on laboratory and instrument work reproducing reported failures, reviewing system logs and service records, executing diagnostic testing, and evaluating interactions among instrument hardware, software, consumables, assays, and operational workflows.

Maintains final authority within PD&S over technical conclusions and initiates or recommends appropriate follow-up actions, including CAPA, risk-management updates, design changes, field actions, serviceability improvements, and product-improvement projects.

Owns the technical interface with Quality Assurance for complaint handoffs, investigation priorities, status communication, technical approval expectations, supporting evidence, and resolution of technical conclusions.

Manages the working relationship with Service and Support leadership by establishing third-level escalation expectations, resolving priority conflicts, securing required field evidence, communicating approved technical conclusions, and coordinating serviceability input across the supported instrument portfolio.

Reviews and approves PD&S-owned technical documentation, including complaint investigation reports, investigation procedures, work instructions, troubleshooting guides, diagnostic materials, service information, technical bulletins, requirements, risk-management updates, verification documents, and design-change documentation generated by the team.

Improves the technical complaint investigation process, establishes consistent investigation and documentation standards, represents PD&S in applicable cross‑functional governance forums, and coordinates technical schedules and delivery commitments with assigned project managers and product owners.

Directly manages PD&S team including hiring, onboarding, objective setting, performance reviews, coaching, development planning, recognition, promotion recommendations, and corrective performance management.

Resolves disagreements…