Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

Grifols Diagnostic Solutions is seeking a Technical Account Specialist II in Oklahoma City, OK. The Technical Application Specialist II (TAS II) for Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing solution-oriented consultative training, technical support, and troubleshooting to Grifols customers at their facility, and via phone and remote access.

The position will be responsible for customer relationship management, ensuring accurate and complete commercial positioning and collaborating with interdepartmental teams to ensure efficient implementation and go-live, proper resolution of customer inquiry and complaints, and completing regulated documentation in the CRM system.

TAS II promotes teamwork and cooperation by removing barriers to drive customer productivity, and maximizes customer satisfaction through timely technical support on Grifols products and services. This position will assist with training and mentoring TAS I level along with other departments. This position will maintain subject matter expertise on analyzer platforms assigned and all applicable reagent products.

TAS II deals with diverse and oftentimes complex issues, where analysis may require in-depth evaluation methods and may determine criteria for obtaining solutions.

Typically includes all responsibilities as listed for TAS I position plus:

• Serves as the lead technical expert for field support staff with identification, analysis, and resolution of complex instrument implementations, including pre-installation planning to resolution of post-implementation issues.

• Provides analysis, feedback and recommendations on product failure trends and service ability issues

• Coaches and guides new staff and provides hands-on learning opportunities in the field. Liaison with other departments to resolve diverse issues which affect customers

• Assists TAS I with difficult technical calls that requires more in depth troubleshooting and ensures documentation in CRM for accuracy and timely solutions

• Gathers data, reads instrument logs to identify errors, and analyzes trends regarding instrumentation and reports findings to Management, Global Response Teams and respective departments

• Responsible for providing regular communication to DxCTS and Account Managers regarding account performance, participates in process improvements

• Collaborates with Global Response Team and conducts root cause analysis for reagent concerns and trends

• Cross trained on more than one instrument and executes all levels of installations, reagent investigations, etc.

• Identifies and make recommendations for improvements to products, functions, and processes to drive key performance metrics

• Provide technical support (e.g. upgrades, installation and troubleshooting) for networks and software

• Participate in investigations and troubleshoot customer complaints and inquiries specific to designated software and systems applications. Participate in complaint trending activities for specific products

• Participate in deviation investigations for designated IT/software product issues and assist with implementation of associated corrective actions

Responsibilities of TAS I:

• Manages technical concerns and training of multiple laboratory clients and multitasks to meet competing deadlines.

• Responsible for customer relationship management by responding to clients within designated timeframe regarding inquiries, complaints, service calls and product solutions at customer sites and Grifols facilities of reagents and assays.

• Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of reagents.

• Executes implementation activities from pre-implementation through go live including but not limited to instrument configuration, LIS connectivity, customer training and instrument validation support

• Independently coordinates and provides technical training, consultation and ongoing support of Grifols diagnostic products at client site. Independently manages schedule and travel reservations to accommodate for client support activities.

• Proactively and independently manages ongoing reagent and assay investigations per manufactures requirements including scheduling with client, documenting and attaching work in CRM per regulatory guidelines within designated timeframes

• Identifies and resolves issues with clear Root cause analysis.

• Identifies and escalates customer needs outside of defined scope of work or contract and proactively communicate to other departments within Grifols such as Sales, Supply Chain, etc. to assure rapid resolution of issues raised

• 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

• Effectively communicate root cause for technical issues to customer and interdepartmental teams

• Collaborates with Field Service Engineer to support software upgrades, installations and regulated documents associated with the customer site.

• Collaborates with project team by supporting software upgrades and product installations including validation and training.

• Maintains basic knowledge on all product lines and keep informed of technical bulletins for system updates

• Always maintains and manages calibrated tools.

• Accountable for assigned company assets including company vehicle, tools, test equipment, telecommunication equipment, corporate card and expense management, etc.

• Maintains active status on all vendor credentialing programs to perform work at designated client sites

• Responsible for meeting and maintaining certification requirements on existing instrument platform and cross training as assigned to gain additional technical knowledge on other platforms.

• Continued development with communication and presentation skills with clients and interdepartmental teams.

• Interprets KPI metrics and applies to current role to drive performance effectiveness.

• Develops skills and competence with providing service support to customers via Secure Remote Connectivity and any other Grifols remote support tools and develops high level of competence with troubleshooting and instrument logs analysis. Maintains competency of Secure Remote Connectivity Tool.

• 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.

• Compliance - Adhere to procedures and protocols outlined by the Grifols Diagnostic organization in additional to department SOPs.

• Required to align with Sales and Marketing messaging and commercial positioning of the products while ensuring technical accuracy and compliance

Key Performance Indicators / Measures for Success:

• Internal Training and corporate training will be completed on time 98% of the time

• Documentation of activity in ServiceMAX within 24 hours of occurrence; WO activities resolved within 5 days of completion of work. WO rework to be completed within 3 days of notification.

• Remote WO closure - remote connectivity, logs analysis for investigations per defined criteria

• Total Service Cost/Instrument

• Labor / Travel / Training

• Complaints and Escalations

• Call closure rates – as defined in individual goals & objectives each year.

• Customer satisfaction

Knowledge, Skills, and Abilities

• Excellent organizational, record keeping, documentation 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. Must be able to bring tasks through to completion with minimal supervision.

• Strong interpersonal and communication skills in both written and oral formats, and the ability to communicate technical information effectively

• Strong focus on customer service and building relationships while meeting expectations and deliverables

• 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

• Demonstrate integrity, confidence and passion when interacting with customers

• Critical thinking to review, interpret data and conduct trend analysis.

• Ability to mentor and train effectively.

• Technical writing skills a must.

Education

Equivalent military experience or Associates Degree in Medical Laboratory Science with 4+ years of experience working in hospital laboratory or clinical diagnostic industry.

Bachelor of Science in Medical Technology or related scientific discipline 2+ years of experience working in hospital laboratory environment or clinical diagnostic industry.

Experience

• 2+ years experience working on equipment in regulated environment, working in hospital laboratory or clinical diagnostic industry

• 2+ years experience covering territory or region and managing multiple projects or customer accounts

• Prior experience facilitating technical training to internal and external customers

• Prior experience with CRM or equivalent system required. Experience with Service Max/Sales Force platform highly preferred

Equivalency

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.

Occupational Demand

• Must have valid driver’s license to perform job duties and travel to customer site. Must safely operate motor vehicle and maintain driving record in good standing

• Position will be based in the field with up to 70% travel required. Candidate must have ability to travel via plane, car and other modes of public transportation outside assigned geographic area. As needed, will cover additional geographic regions to facilitate significant service requirement of customer base.

• Work hours change based on the needs of the customer and business, not conforming to a standard 40 hour work week.

• Candidate must be accessible to address customer complaints and provide support during off hours as needed, and provide support for Technical Hotline based on assignments by management.

• Ability to lift up to 50 lbs (22.68Kg) as an essential function of the role (lifting of equipment for installation and preventative maintenance)

• Bending, stooping, standing for longer periods of time while at customer site.

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Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other characteristic or status protected by law. We will consider for employment all qualified Applicants in a manner consistent with the requirements of applicable state and local laws

Learn more about Grifols (https://www.grifols.com/en/what-we-do)

Req ID: 522607

Type: Regular Full-Time

Job Category: Technical Assistance