Field Service Engineer (FSE)

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.

Field Service Engineer (FSE)

The Field Service Engineer (FSE) is a key member of the Grifols Diagnostic Solutions Commercial Technical Services organization with the primary responsibility of providing the highest quality service and support to Grifols customers, at the customer facility and by telephone.  This is executed through overseeing, coaching and monitoring of distributor support teams and by direct service intervention as necessary.

Field Service Engineer will be responsible for providing a high level of engineering services, troubleshooting and technical support on Grifols instrumentation, for internal and external customers., and managing distributor technical support. 

The role is responsible for Grifols instrument installs and supports instrumentation and instrument components to ensure maximum uptime and efficiency. The position is field based.

What your responsibilities will be:

• Responsible for managing & ensuring quality of service to end customers through distributor technical service teams and directly by self.
• Providing escalation support (L1.5 support) to distributor team
• Responsible for installing, troubleshooting, upgrading and maintaining products/equipment.
• Compliance - Adhere to 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 FSE, on Grifols instruments, in accordance to Grifols guidelines and SOPs.
• 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 Engineer 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

• 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
• 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 are aligned with global norms and measured against global KPI’s for similar activities
• Work hours availability must be flexible to meet customer needs.

Who you are:

• 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 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 Blood screening sector or IVD industry
• Minimum 7 -10 years related experience in service/technical support environment

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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.

Location: Location: APAC : Singapore

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