Field Service Engineer

2 months ago

Singapur, Singapore Grifols Full time
About the Role

We are seeking a highly skilled and experienced Field Service Engineer to join our Diagnostic Solutions team at Grifols. As a key member of our Commercial Technical Services organization, you will be responsible for providing top-notch service and support to our customers, ensuring the highest level of satisfaction and quality.

Key Responsibilities
  • Manage and ensure quality of service to end customers through distributor technical service teams and direct self-service.
  • Provide escalation support (L1.5 support) to distributor teams.
  • Install, troubleshoot, upgrade, and maintain products/equipment.
  • Comply with procedures and protocols outlined by the Grifols DxCTS organization and Grifols Diagnostic Solutions.
  • Provide customer service, respond to customer inquiries and complaints, participate in customer site evaluations, upgrade hardware, software, or assay, perform training, execute product installations, conduct preventive maintenance, and provide ongoing service and support for all equipment at the customer facility and via telephone.
  • Monitor performance of Grifols instruments under scope of responsibility, and compile performance reports and failure trending reports.
  • Provide training and qualification to internal and external FSEs on Grifols instruments, in accordance with Grifols guidelines and SOPs.
  • Escalate customer needs, escalate potential instrument and component quality issues via the Grifols escalation process.
  • Maintain correct inventory levels required to maintain and repair instrumentation and replace parts.
  • Ensure instrumentation is in compliance with regulatory requirements and quality control standards.
  • Conduct advanced troubleshooting to repair, test, and qualify instruments.
  • Provide support to customers as per Service Level Agreements (24/7 support at 24 hours notifications).
  • Schedule and manage preventive maintenance, upgrades, pre-site evaluations, and unscheduled visits to instrument sites.
  • Identify and make recommendations for improvements to products, functions, and processes.
  • Work collaboratively with Application Specialists to resolve quality issues and assist in the effective resolution of customer issues.
  • The position requires independent work and therefore the candidate must be self-motivated, self-directed, and highly productive.
  • Regular customer visits by self, and through Grifols associates and distributor teams, and provide feedback to technical colleagues, commercial, and marketing teams on any findings or observations.
  • Manage Distributor Technical support teams through regular meetings and field visits.
  • Ensure distributor team performance is aligned with global norms and measured against global KPIs for similar activities.
  • Work hours availability must be flexible to meet customer needs.
Requirements
  • Excellent organizational, presentation, and record-keeping skills.
  • Ability to communicate in English both verbally and written.
  • Solid computer skills, excellent command in Microsoft Windows O/s and the Microsoft Office Suite (Word, Excel, PPT).
  • Understanding of proper use and operation of electronic testing equipment.
  • Ability to interface with internal and/or external customers.
  • Experience in servicing complex equipment in the Blood screening sector or IVD industry.
  • Minimum 7-10 years related experience in service/technical support environment.
About Grifols

Grifols is a global healthcare company that has been working to improve the health and well-being of people around the world since 1909. 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.

We are committed to providing 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.

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