Field Service Engineer - Austin, TX


TX-Austin, US

Contract Type:  Regular Full-Time
Area:  Technical Assistance
Req Id:  515940

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.


This Field Service Engineer (“FSE”) provides service and support to our Grifols customers at the customers facility and via remote access tools and telephone. The FSE will work and reside primarily in the Austin, Texas area with up to 70% of travel throughout the region. Will occasionally support San Marcos, Texas.


The position will be responsible for customer relationship management and collaborating with interdepartmental teams to ensure proper resolution and close out of regulated documentation in the CRM system. The FSE will manage all preventative maintenance and system upgrades of instrumentation and its interface at the customer site and provide troubleshooting to diagnose and resolve technical issues on a variety of electromechanical, fluidic and medical devices. Deals with diverse and oftentimes complex issues where analysis may require in-depth evaluation of many factors, and functions as the reference for troubleshooting, investigations and log analysis for FSE team members within and outside the assigned region.


Independently exercises judgement in evaluating methods and determine criteria for obtaining solutions is a must.


Why Grifols:

The Field Service Engineer is a partner, decision maker, creative thinker and an independent worker and is given the opportunity to grow with us. The work environment is characterized by an open leadership style and an open and supportive culture. We encourage you to identify and make recommendations for improvements to products, functions, and processes.


Your primary responsibilities:

  • The engineer will work on our IH equipment (Erytra/Eflexis) and later our NAT equipment (Panther/RES).
  • Compliance - Adhere to procedures and protocols outlined by the Grifols GST organization and Grifols Diagnostic Solutions.
  • Customer Service – Respond to customer inquiries and complaints, participate in customer site evaluations, upgrades of hardware and/or software, product installations, preventive maintenance, and ongoing service and support for all equipment at the customer facility and via telephone.  Documentation of activities within CRM system.
  • Escalation of Customer Needs - openly communicate with other groups within Grifols to assure rapid resolution of issues raised by customers.
  • Projects - will communicate integrally with Global Service and Training (GS&T) and Account Managers regarding product performance, participation in development teams and process development and improvements 
  • Personal Development - The FSE will continue personal development to enhance their skills, including but not limited to:  Presentation Skills.  Communication Skills.
  • Manages inventory of parts and calibrated tools stored at primary customer sites. Always maintains essentials tools and critical inventory parts.


More about us, benefits we provide you

  • Hourly pay plus annual bonus target
  • Company Car, Laptop and Cell Phone
  • Paid Vacation, paid parental leave, PTO holidays, floating holidays
  • Professional development opportunities (training, career development)
  • Gym pass, Employees perks program
  • 401 (K) Retirement Plan (Grifols will match 100% on the first 4% of eligible compensation you contribute, and 50% on the next 2% of eligible compensation you contribute)
  • Health insurance: Medical, Dental, Vision
  • Travel accident insurance; Life and AD and D Insurance, Short- & Long-Term Disability Insurance
  • Health Savings Account, Flexible Spending Account
  • Critical Illness, Accident, Hospital Indemnity coverages
  • Adoption benefits

Knowledge, Skills, and Abilities:

  • Excellent organizational, record keeping, and inventory skills required.
  • Knowledge of GMP, ISO and other certifying agency policies and regulations.
  • Proficient with Microsoft applications and familiar with computerized call handling systems.
  • Excellent analytical and troubleshooting skills.
  • Self-motivated and self-directed, with strong interpersonal and communication skills, and the ability to communicate technical information effectively.
  • Service oriented

Education & Experience:

  • 0 - 2 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with a Bachelor’s degree in Engineering, Technical or related Scientific Discipline
  • 2 - 4 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with an Associates Degree 
  • 4+ years of experience working with lab equipment and/or electronic/electro-mechanical equipment with High School Diploma/GED
  • Equivalent Military education 
  • Experience with Service Max/Sales Force platform is a plus.


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 an Associate’s degree plus 2 years of experience an equivalent could include 4 years of experience or a Bachelor’s degree


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.)


This job description is intended to present the general content and requirements for the performance of this job.  The description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.  Managers and supervisors may assign other duties as needed.


Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.


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: NORTH AMERICA : USA : TX-Austin:USHOME - Home Address 


Learn more about Grifols