Grifols Shared Services North America, Inc Field Service Engineer - Madison, WI in Madison, Wisconsin
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.
This Field Service Engineer primary works in the area Medison, 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).
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
FSE Time per Service Request (Labor Hours)
Mean Time Between Failure (MTBF)
Invalid Runs, Invalid Samples, RUF (Reagent utilization Factor)
Call closure rates – as defined in individual goals & objectives each year.
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
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.
Mission Critical Competencies:
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.
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.
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
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
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.
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.
Req ID: 500494