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.
The Technical Support Specialist (TSS) for the Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing the highest quality service and support to Grifols customers via phone. TSS will provide direction to customer base using analytical troubleshooting skills while documenting product inquiries or complaints in the Customer Relationship Management System (CRM). The TSS is responsible for responding to clients within a designated timeframe regarding inquiries and complaints. The position will collaborate with interdepartmental teams to ensure proper resolution and closure of regulated documentation in the CRM system.
To succeed in this role, we are seeking individuals with at least a Bachelors degree in Health Science or related field, Medical Technologist certificate is preferred along with at least 1 year of experience in a laboratory environment and/or executing protocols on medical research projects. Experience in customer service facing role is preferred. Individuals with prior experience in a customer technical support specialist role is also preferred.
The shifts we are prioritizing are: Third Shift - 11:30 am to 8 pm Eastern or Overnight – 7pm to 4am Eastern
Constantly improves and seeks excellence in his/her role and area of expertise. Works in collaborative and inclusive ways with others, listens actively and communicates in a positive way. Reacts positively to difficult challenges or adversity, is a role model for other TSS team members and shares innovative ideas.
Basic understanding of laboratory protocols and/or SOPs. Strong analytical and troubleshooting skills. Strong communication skills including a combination of interpersonal, verbal and listening with stakeholders at all levels. Demonstrated ability to work in team environment to meet goals and multiple competing timelines. Effective organizational and record keeping skills. Experience with using cloud based software applications. Proficient with Microsoft Office suites. Must be flexible to work a non-traditional 40-hour work week. Must be accessible for contact by phone and coverage for evening and weekend on-call assignments.
Bachelors degree in Health Science or related field. Medical technologist certificate preferred.
Preferred 1 year of experience in laboratory environment and/or executing protocols on medical research projects. Experience in customer service facing role.
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 typically requires an Associate’s degree, plus 2 years of experience, an equivalent could include 4 years of experience or Bachelor’s degree.
Work hours change based on the needs of the customer and business, not conforming to a standard 40 hour work week. Work environment is office based and includes long periods of time sitting and typing at a computer workstation. Will spend a significant amount of time listening in and taking customer calls. Out of state travel may be required. Travel demands need to be met to facilitate this need. When at customer locations or in triage lab while observing/ assisting with instrument installation and/or preventative maintenance the ability to lift up to 50 lbs as needed.
