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Grifols Shared Services North America, Inc Technical Support Manager - Western Region in Denver, Colorado

Do you want to join an international team working to improve the future of healthcare? Do you want to improve the lives of millions of people? Grifols is a global healthcare company which, since its foundation in Barcelona in 1909, has been working to improve the health and well-being of people all over the world. Our four divisions - Bioscience, Diagnostic, Hospital and Bio Supplies - develop, produce and market innovative medicines, solutions and services in more than 100 countries and regions.

Summary:

Field Technical Managers are key members of the Grifols Diagnostic Solutions Global Service & Training organization. This job description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Managers and supervisors may assign other duties as needed.

Primary responsibilities for role:

  • Interview, select, and supervise the Technical Account Specialists and Field Service Engineers who service and maintain Grifols’ instruments

  • Plan and assign the work of Field Service Engineers and Technical Account Specialists, including appraisals of productivity and efficiency

  • Mentor Field Service Engineers and Technical Account Specialists to aid career development and pursuit of individual goals, including the creation of personal development plans as appropriate

  • Evaluate the performance of Field Service Engineers and Technical Account Specialists, including direct observations of technical skills and providing supplemental training as needed as well as issuing discipline and selecting candidates for promotion

  • Prepare and maintain team activity records and appraise productivity and efficiency to evaluate associate performance and recommend technical changes

  • Manage new product launches and implementations

  • Collaborate with groups with GDS to assure rapid resolution of customer complaints, including root cause investigations

  • Communicate integrally with Global Support and Training (GS&T) and Account Managers regarding product performance, participation in development teams and process development and improvements

  • Assume additional managerial responsibilities in the absence of fellow Field Technical Managers or Senior Leadership

  • Identify and implement system improvements independently, including customer instrument evaluations, upgrades, installations, preventive maintenance, and ongoing customer service and support

  • Demonstrate and support the Grifols Values & Behaviors

  • Adhere to Grifols procedures and protocols, as outlined by the Grifols GST organization and Grifols Diagnostic Solutions

  • Projects

o Maintain communication within Grifols and customers

o Develop project plans

o Participate in new product launches

o Maintain and track cross functional timelines with all Grifols departments

  • Personal Development - Field Technical Managers continue to develop and enhance:

o Presentation Skills

o Communication Skills

o Project Management

o Mentoring Skills

o Budget Management

Knowledge, Skills, and Abilities:

Additional Responsibilities include but are not limited to:

o Training new employees and completing new employee orientation on technical aspects (including hybrid employees and other departments’ new employees )

o Document translation and verification

o Assist Sales Executives in commercial offer documentation

o SOP creation/ modification

o Inventory Control

o Travel and expense budget

o Spare parts consumption

  • Demonstrated expertise in managing support and service of highly complex instrumentation

  • Demonstrated leadership ability

  • Commitment to and focus on results and customer satisfaction

  • Excellent organization, record keeping, and inventory skills

  • Proficiency with Microsoft applications and call handling systems

  • Analytic and problem-solving skills

  • Self-motivated and self-directed, with strong interpersonal and communication skills

  • Demonstrated ability to communicate technical information effectively

Education:

Bachelor of Science or equivalent military education and experience

Experience:

High level of performance as a Field Service Engineer III or Technical Account Specialist III or equivalent years of experience in customer service/technical support

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:

  • Required travel outside of assigned geographic area

  • Work hours are flexible and vary

  • Candidate must be available by phone

  • Rotating obligations for on-call work during weekends and holidays

Estimated salary range: $90,422-113,000

We offer benefits including medical, pharmacy, dental, vision, disability insurance, life & AD +D insurance, PTO, up to 5% 401K match, and tuition reimbursement. We are committed to offering our employees opportunities for professional growth and career progression.

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 consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Req ID: 332287

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