**Primary Responsibilities**
- Responsible for customer relationship management by responding to clients within designated timeframes regarding inquiries, complaints, service calls and site evaluations on instrumentation. Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts.
- Coordinates and executes hardware upgrades and regulatory documents associated with client site.
- 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
- Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of parts or analyzers for new installations.
- 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
- Responsible for 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.
- Accountable for assigned company assets including company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, corporate card and expense management, etc.
- Maintains active status on all vendor credentialing programs to perform work at designated client sites
- Responsible for meeting certification requirements on existing instrument platform and cross training to gain additional technical knowledge on other platforms. Independently manages schedule and travel reservations to accommodate for training courses.
- Interprets KPI metrics and applies to current role to drive performance efficiencies
- Manages portfolio of multiple clients and multitasks to meet competing deadlines
- Compliance - Adhere 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
**Key Performance Indicators / Measures for Success:**
- Internal Training and corporate training will be completed on time 98% of the time
- Defined Service & Instrument reliability metrics will be met
- On time PMs 100%
- Required upgrades within defined timeframe
- MTBF, MTTr..
- TSC for unintended service.
- Remote WO closure - Remote connectivity, Logs analysis for investigations per defined criteria
- Documentation of activity in ServiceMAX within 24 hours of occurrence; WO activities resolved within 3 5 days of completion of work. WO rework to be completed within 3 days of notification.
- Total Service Cost/Instrument
- Labor / Parts / Travel
- Complaints and Escalations
- FSE Time per Service Request (Labor Hours)
- First time Fix rates & Repeat/Return Calls
- Call closure rates – as defined in individual goals & objectives each year.
- Customer satisfaction
**Additional Responsibilities**
May perform other duties as assigned by the Manager or Supervisor. Identify and make recommendations for improvements to products, functions, and processes
**Knowledge, Skills, and Abilities**
- 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. 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
**Education**
Equivalent military experience or Associates Degree with 2 years’ experience or High School Diploma/GED with 4+ years’ experience managing electronic/electro-mechanical equipment. 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.
**_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 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.)
