Field Service Engineer - St. Louis, MO

About the role

The Field Service Engineer I (FSE I) for Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing the highest quality service and support to Grifols customers at the customer facility and via remote access tools and telephone.

Responsibilities

• Responds to clients within designated timeframes regarding inquiries, complaints, service calls and site evaluations on instrumentation.
• Manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts.
• Collaborates with project team and performs software upgrades and product installations including installation, operational and performance qualifications.
• Ensures proper transition of project timeline to Technical Application Team.
• Proactively and independently manages ongoing preventive maintenance calls per manufactures requirements including scheduling with client, documenting and attaching work in CRM per regulatory guidelines within designated timeframes.
• Partners with Telephone Support Team to provide additional technical guidance via phone and schedule corrective service activities per scope of work listed in client contract as needed.
• Identifies client's needs for those without a contract and communicates to respective Sales Representative for potential lead to establish new contract.
• Collaborates with Global Response Team (GRT) for corrective service calls that fall outside of predetermined parameters to ensure proper resolution and documentation of customer complaint.
• Escalates customer needs outside of defined scope of work and proactively communicate to other departments within Grifols such as Sales, Supply Chain, etc. to assure rapid resolution of issues raised.
• Maintains accurate and timely documentation in CRM System of all work performed and any technical guidance provided to the customer as per regulatory guidelines.
• Tracks all outstanding customer action items and ensures proper documentation is entered for closure.
• Maintains basic knowledge on all product lines and keeps informed of technical bulletins for system updates.
• Manages inventory of parts and calibrated tools stored at primary customer sites. Always maintains essentials tools and critical inventory parts.
• Manages portfolio of multiple clients and multitasks to meet competing deadlines.
• Adheres to procedures and protocols outlined by the Grifols Diagnostic organization in addition to department SOPs.
• Continued development with ongoing training to enhance their technical knowledge, communication and presentation skills with clients and interdepartmental teams.

Requirements

• Excellent organizational, record keeping, documentation and inventory skills required.
• Technical writing skills a plus.
• Proficient with Microsoft applications and familiar with computerized call handling systems.
• Excellent analytical and troubleshooting skills.
• Self-motivated and self-directed.
• Strong interpersonal and communication skills in both written and oral formats, and the ability to communicate technical information effectively.
• Ability to adapt to changing environments with varying complexity and identify solution-oriented ideas.
• Maintains composure when faced with competing priorities and effectively manages timeline and resolution of customer complaints.

Qualifications

• Educational background:
  • Equivalent military experience or Associates Degree with 2 years’ experience.
  • High School Diploma/GED with 4+ years’ experience.
  • Bachelor’s Degree in Engineering or related Scientific Discipline is highly preferred.
• Experience:
  • 0 - 2 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with a Bachelor’s Degree.
  • 2 - 4 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with an Associate Degree.
  • 4+ years of experience working with lab equipment and/or electronic/electro-mechanical equipment with High School Diploma.
• Prior experience working in regulated environment highly preferred.
• Experience with Service Max/Sales Force platform is a plus.

Skills

• Excellent organizational, record keeping, documentation and inventory skills required.
• Technical writing skills a plus.
• Proficient with Microsoft applications and familiar with computerized call handling systems.
• Excellent analytical and troubleshooting skills.
• Self-motivated and self-directed.
• Strong interpersonal and communication skills in both written and oral formats, and the ability to communicate technical information effectively.
• Ability to adapt to changing environments with varying complexity and identify solution-oriented ideas.

Benefits

• 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.)

Pay

Compensation is commensurate with experience.

Schedule

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.)