Job description

Summary:

This Field Service Engineer primary works in the area Medisonor Green Bay Wisconsin to provide service and support to our Grifols customers at the customers facility and by telephone. A high sense of service understanding, and experience of servicing electronic/electro-mechanical equipment is required to fulfill the role. This Field Service Engineer works very independently and reports directly to the Technical Support Manager and works 100% remote. 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).

Why Grifols:

The Field Service Engineer is a partner, decision maker, creative thinker and an independent worker and is given the opportunity to grow with us. The work environment is characterized by an open leadership style and an open and supportive culture. We encourage you to identify and make recommendations for improvements to products, functions, and processes.

Your primary responsibilities:

• 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.

Key Performance Indicators / Measures for Success

• 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

Labor
Parts
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

More about us, benefits we provide you

• salary in line with the market as well as an annual bonus target
• Company Car, Laptop and Cell Phone
• paid Vacation, PTO holidays, 8h PTO for your Birthday
• Professional development opportunities (training, career development)
• Gym pass, Employees perks program
• 401 (K) Retirement Plan (Grifols will match 100% on the first 4% of eligible compensation you contribute, and 50% on the next 2% of eligible compensation you contribute)
• Health insurance: Medical, Dental, Vision
• Travel accident insurance; Life and AD and D Insurance, Short- & Long-Term Disability Insurance
• Health Savings Account, Flexible Spending Account
• Critical Illness, Accident, Hospital Indemnity coverages
• Adoption benefits

Knowledge, Skills, and Abilities:

• Excellent organizational, record keeping, and inventory skills required.
• Knowledge of GMP, ISO and other certifying agency policies and regulations.
• Proficient with Microsoft applications and familiar with computerized call handling systems.
• Excellent analytical and troubleshooting skills.
• Self-motivated and self-directed, with strong interpersonal and communication skills, and the ability to communicate technical information effectively.
• Customer Focus

Mission Critical Competencies:

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customs; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Intellectual Horsepower

Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

Composure

Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.

Education:

Bachelor’s degree, Engineering, Technical or related Scientific Discipline, Equivalent Military education or Associates Degree with 2 years’ experience or High School Diploma/GED with 4+ years’ experience servicing electronic/electro-mechanical equipment

Experience:

Entry: If candidate has a degree, no previous experience in operating diagnostics equipment in a laboratory environment required. Otherwise, please see Education requirements for additional experience required

Equivalency:

Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements.

Example: If a job level requires a bachelor’s degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate’s degree with 6 years of experience, or a Master’s degree with 2 years of experience.

Occupational Demands:

Position will be based in the field with up to 70% travel required. Candidate must have ability to travel outside assigned geographic area. As needed, will cover additional geographic regions to facilitate significant service requirement of customer base.

Work hours are flexible, not conforming to a standard 40 hour work week; Overtime will be required. Candidate must be accessible for contact by phone and cover rotations for weekend/holiday on-call. Candidates will work from a home office.

Ability to lift up to 50 lbs as an essential function of the role (lifting of equipment for installation and preventative maintenance.)

EEO Minorities/ Disability/Veterans

Grifols is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, religion, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status or any other classification protected by applicable State/Federal laws. We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner.

This job description is intended to present the general content and requirements for the performance of this job. The description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Managers and supervisors may assign other duties as needed.

Job Type: Full-time

Salary: $46,825.26 - $89,730.07 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Madison, WI: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Programmable logic controllers: 1 year (Preferred)
• Mechanical knowledge: 1 year (Preferred)

Willingness to travel:

• 75% (Preferred)

Work Location: In person

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