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Grifols Shared Services North America, Inc Software and Interface Support Specialist in Durham, North Carolina



The Field Software & Interface Support Specialist has the primary responsibility of providing IT support for systems and/or processes associated with Grifols OEM and Distributed products.

Primary responsibilities for role:

  • The Field Software & Interface Support Specialist has the primary responsibility of providing IT support for systems and/or processes associated with Grifols OEM and Distributed products.

  • The Field Software & Interface Support Specialist is a key member of GST in collaborating and driving vendor management of all aspects of client projects involving the analysis, design, configuration and integration of third-party LIMS systems.

  • Field Software & Interface Support Specialist is a client-interfacing position which requires a unique combination of computer systems knowledge and understanding of laboratory operations, specifically requirements of FDA/EPA regulated environments.

  • Gathers, analyzes and translates user requirements into LIMS solutions.

  • Collaborates as part of an implementation team to ensure that the proposed technical design meets the client’s business requirements, desired project objectives and LIMS strategy

  • Provides quality, timely and accurate LIMS analysis/design/configuration/support.

  • Conducts functional testing of client configurations.

  • Database Support – Provides support for developing database utilities and automated reporting, monitoring/optimizing system performance, restoration /recovery activities for corrupted databases, installing /testing upgrades and patches, and implementing security/encryption.

  • Networking Support - Provides technical support (e.g., upgrades, installation and troubleshooting) for networks/hardware/software, manage inventory of equipment/parts, and participate in the development of system standards documentation.

  • Operating Systems/Hardware/Applications Support - Participates in product lifecycle management including service-related development activities, evaluation of new technologies/applications/devices, system integration, and security/access control for applications/ systems.

  • Complaint Investigation – Leads/participates in investigations and troubleshoot customer complaints and in-quires, specific to designated software and systems applications. Participate in complaint trending activities for specific products

  • DR Investigation / CAPA implementation – Leads/participates in deviation investigations for designated IT/software product issues and manage implementation of associated corrective actions.

  • Project Teams - Collaborates and partners effectively with cross-functional project teams to contribute to building a network of internal and external collaborators with appropriate product expertise. Serve as IT subject matter expert on project teams to assess needs and provide technical content to support product commercialization and launch activities.

  • Business Continuity – Participates in contingency planning, system integration design, product commercialization, site implementation support (including oversight transition to production), develop system specification and technical/logistical requirements, and manage system configuration.

  • Assists with Global Response Team members’ development to enhance product subject matter expertise in the area of Instrumentation and Systems.

  • Provides expertise for Instrumentation and Systems investigations of escalated field issues to identify the root cause and assess the product impact by the potential defects. Determine immediate and long-term resolution options.

  • Develops and implements systems for streamlining Instrumentation and Systems escalation investigation in order to comply with complaint investigation closure metrics.

  • Provides subject matter expertise for GST internal staff and for members of multifunctional teams on performance and complaint investigation of NAT products

Additional Responsibilities:

  • Additional Responsibilities include but are not limited to:

  • May perform other duties as assigned by the Manager or Supervisor.

  • Document translation & verification. Root cause analysis.

  • Assistance with training new employees (TAS/ FSE Hybrid and BMIT/BMET).

  • SOP creation/ modification.

  • Identify and make recommendations for improvements to products, functions, and processes.

Knowledge, Skills, and Abilities:

  • Demonstrated, superior expertise in supporting and servicing Middleware solutions and LIS interfaces.

  • 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.


  • Bachelor of Science degree (or equivalent) in a major in a scientific discipline, or Bachelor of Art degree in Computer Information Systems preferred., Equivalent Military education or Associates Degree with 2 years’ experience or High School Diploma/GED with 4+ years of experience servicing electronic/electro-mechanical equipment


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 requirement. Example: if a job level typically requires an Associates degree plus 2 years of experience, an equivalent could include 4 years of experience or a bachelor’s degree.

Occupational Demands:

  • May occasionally lift, carry, push, pull or otherwise manipulate objects up to 25 pounds in weight, and/or lift, carry, push, pull or otherwise manipulate objects up to 10 pounds in weight frequently or continuously.

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: 178507