Grifols Shared Services North America, Inc Field GRT Application Escalation Support Specialist in Durham, North Carolina
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.
The Field Global Response and Training Applications Escalation Support Specialist (GRT-AESS) is a key member of the Grifols Diagnostic Solutions Global Service & Training organization with the primary responsibility of providing training and escalation support to Grifols staff, distributors and customers, at customer sites and in the Emeryville Training Center. In addition, the GRT-AESS will work closely with Medical Affairs, Manufacturers, external laboratories and Quality Assurance to document, investigate and communicate cross functionally, and externally to customers on product complaints. The GRT-AESS will be a leader, mentor and role model for GST associates through the training and escalation processes.
Primary responsibilities for role:
Compliance - Adhere to procedures and protocols outlined by the Grifols GST organization and Grifols Diagnostic Solutions.
Provide Customer Service – Perform Training in a Grifols Training Center or at customer sites. Respond to customer inquiries and complaints. Ensure competency with the following: Customer site evaluations, upgrade of hardware, software or application configuration, execution of product installations, conducting preventive maintenance, and providing ongoing service and support for all equipment at the customer facility and via telephone.
Escalation of Customer Needs - Openly communicate with other groups within GDS and Suppliers to assure rapid resolution of issues raised by customers and field staff; active lead in follow up of issues brought forward by technical service & support associates, including root cause investigations and OEM Technical Escalations. Draft and manage written customer communications in response to technical investigations and inquiries.
Business Development - will remain informed product changes and provide updates to Global Support and Training (GS&T) and Account Managers regarding product performance, participation in development teams and process development and improvements.
Leadership - will provide mentoring and project support. In the absence of a manager assumes additional managerial responsibilities to move investigations and escalations forward. Will provide feedback on personnel performance related issues and may be involved in the process of counseling technical associates to improve performance; will conduct Technical Performance Assessments on associates.
Personal Development - The GRT-AESS will continue personal development to enhance their skills.
o Presentation Skills
o Communication Skills
o Project Management
o Mentoring Skills
o Execute Train the Trainer certifications for Grifols Manufactured and Distributed Products
o Technical Writing Skills
Key Performance Indicators / Measures for Success
Internal Training and corporate training will be completed on time 98% of the time
Escalation Management and Resolution time tracking
Call closure rates – as defined in individual goals & objectives each year.
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.
Participation and execution of Customer Technical Reviews
Successful Completion of Technical Performance Assessments
Conduct training classes at least twice a year
- Additional Responsibilities include but are not limited to:
o Onboarding and Training new employees (TAS/ FSE Hybrid and other department’s new employees)
o Support QA complaint assessment process
o Document translation & verification
o Mentoring of TAS and FSE Staff
o SOP, Customer TB creation/ modification
o Technical Support to Legal department in tender litigations
o Inventory Control, Travel and Expense budget, Spare parts consumption
o Participate in Training and Technical document review process
Knowledge, Skills, and Abilities:
Demonstrates Project Management
Training Execution and Development Support
Presentation Skills required.
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 preferred.
Excellent analytical and troubleshooting skills.
Self-motivated and self-directed, with strong interpersonal and communication skills, and the ability to communicate technical information effectively.
Mission Critical Competencies:
- Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers; 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.
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.
- Functional/Technical Skills
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn’t defensive; is receptive to talking about shortcomings; looks forward to balanced (+’s and –‘s) performance reviews and career discussions.
- Drive for Results
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Bachelor of Science in Medical Technology or related scientific discipline. Equivalent Military education or Associates Degree with 2+ years experience, experience servicing electronic/electro-mechanical equipment.
Advanced: If candidate has a degree, High-Level of performance as a TAS and/or 8 years experience in customer service/technical support. Otherwise, please see Education requirements for additional experience required.
Position will be based in the field with up to 50% 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. Candidates will work from a home office.
Ability to lift up to 30 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 consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Req ID: 262550