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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.

We believe that diversity adds value to our business, our teams and our culture. We are committed to equal employment opportunities that foster an inclusive environment.

Field Service Engineer

What your responsibilities will be

• Responsible for installing, troubleshooting, upgrading and maintaining products/equipment.

• Compliance - Adhere to procedures and protocols outlined by the Grifols GST 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.

• Escalation of Customer Needs - Escalation of potential instrument and component quality issues via the Grifols escalation process.

• Maintain correct inventory level 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 (e.g. 24/7 support at 24 hours notifications)

• Field Service Supervisor will schedule and manage preventive maintenance, upgrades, pre-site evaluations and unscheduled visits to instrument sites

• Identify and make recommendations, where appropriate, 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

• Work hours availability must be flexible to meet customer needs.

KPI

• Complete Preventative Maintenance on time, 100% of the time

• Document all service or customer interaction activities in the current database interface system(s) (or any future CRM system) per department guidelines

• All service activities will be documented within 24 hours of occurrence; SR activities will be resolved within 3 days of completion of work. Any SR rework will be completed within 3 days of notification

• All WebTraining and corporate training will be completed on time 100% of the time

• Must maintain parts inventory cycle count accuracy over 96%

• Total Service Cost/Instrument (Labor, Parts, Travel)

• FSE Time per Service Request (Labor Hours)

• Mean Time Between Failure (MTBF)

• Instrument and Site performance within defined parameters (e.g. Invalid Runs, Invalid Samples, RUF (Reagent utilisation Factor)

• MTTR

• Repeat/Return Calls

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

• Maintain highest level of customer satisfaction all the time

• Respond to phone calls and emails during business hours all the time. If on rotational “On-Call” duty, must carry and respond to phone calls all the time while on duty

• Comply with all QA requirements. Avoid repeat or return calls

Who you are

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, education, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).

• Certificate or Degree in Electronics, Science or other equivalent qualification

• Minimum 3 - 5 years related experience in service/technical support environment

• Excellent organizational, presentation and record keeping skills

• Ability to communicate in English both verbally and Written (preferred)

• Solid computer skills, excellent command in Microsoft Windows XP & 7 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

• Willingness to travel which may include travel within country or overseas as needed and may sometimes be on short notice.

• Ability to occasionally lift, carry, push, pull or otherwise manipulate objects up to 85 pounds in weight, and/or lift, carry, push, pull or otherwise manipulate objects up to 50 pounds in weight frequently or continuously

• Satisfactory state and national police clearance

• Willingness to undergo regular medical checks to ensure the FSE is fit for the role.

• Satisfactory references from 2 professionals in a related industry

• Experience in servicing complex equipment in Blood screening sector or IVD industry（Preferred）

What we offer

It’s a brilliant opportunity for someone with the right talents.

Grifols understands you want a challenging and rewarding career in a critical function such as Corporate Communications. We’ll help you grow professionally.

Information about Grifols is available at www.grifols.com. If you’re interested in joining our company and you have what it takes, then don’t hesitate to apply.

We look forward to receiving your application.

Grifols is an equal opportunity employer.

Contract of Employment: Permanent position

Location: APAC : China : Shanghai

www.grifols.com

Req ID: 511532

Type: Regular Full-Time

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