Field Service Engineer II

Grifols   •  

Indianapolis, IN

Industry: Business Services

  •  

5 - 7 years

Posted 383 days ago

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 
  • 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:

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.

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.

Functional/Technical Skills

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

 

Experience:

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

 

Occupational Demands:

  • Position will be based in the field with up to 70% travelrequired. 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.)

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