Field Service Engineer II - New York

The Field Service Engineer II Grifols Diagnostic Solutions Global Service & Training organization with the primary responsibility of providing the highest quality service and support to Grifols customers at the customer facility and by telephone.

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. Project Management.

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

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 highly complex instrumentation.
• 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:

1. 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.

2. Intellectual Horsepower

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

3. 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.

4. Functional/Technical Skills

• Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

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:

Minimum of 5 years' experience in operating diagnostics equipment in a laboratory environment required. Otherwise, please see Education requirements for additional experience required.

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/Females/Disability/Veterans

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