Technical Account Specialist I - Oklahoma City, OK

Grifols; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

Grifols seeks a Technical Account Specialist I to join their Diagnostic Customer Technical Support team in Toronto. This role includes providing technical training and support to healthcare clients, ensuring effective implementation of diagnostic products. Ideal candidates have an Associate's Degree and experience in the clinical diagnostic industry. Strong organizational and troubleshooting skills are essential for enhancing client satisfaction. Join a global leader in healthcare and contribute to improving lives through innovative solutions.

Qualifications

• 2 years’ experience with Associates Degree; Bachelor's in Medical Technology preferred.
• 0-2 years in hospital laboratory or clinical diagnostic industry.
• Familiarity with transfusion medicine testing is preferred.

Responsibilities

• Provide technical support and training to customers at their facilities.
• Manage schedules for travel and appointments while handling client inquiries.
• Execute implementation activities from pre-implementation to go-live.

Skills

Organization

Troubleshooting

Customer service

Analytical skills

Technical writing

Education

Associate's Degree in Medical Laboratory Science

Bachelor of Science in Medical Technology

Tools

Microsoft applications

Call handling systems

Job description

Technical Account Specialist I - Oklahoma City, OK

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Technical Account Specialist I - Oklahoma City, OK

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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.

Summary

The Technical Application Specialist I (TAS I) for Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing solution-oriented consultative training, technical support, and troubleshooting to Grifols customers at their facility, and via phone and remote access. The position will be responsible for customer relationship management, ensuring accurate and complete commercial positioning and collaborating with interdepartmental teams to ensure efficient implementation and go-live, proper resolution of customer inquiry and complaints, and completing regulated documentation in the CRM system. TAS I promotes teamwork and cooperation by removing barriers to drive customer productivity, and maximizes customer satisfaction with timely technical support on Grifols products and services. This position will maintain subject matter expertise on analyzer platforms assigned and all applicable reagent products. TAS I initiates and works through complex issues with a TAS II or TAS III and the Global Response Team.

Responsibilities

• Manages technical concerns and training of multiple laboratory clients and multitasks to meet deadlines.
• Responds to client inquiries, complaints, service calls, and product solutions at customer sites and Grifols facilities, maintaining customer relationship management.
• Independently manages schedules including travel, appointments, and coordination of reagent orders and deliveries.
• Executes implementation activities from pre-implementation to go-live, including instrument configuration, LIS connectivity, customer training, and validation support.
• Provides technical training, consultation, and ongoing support of diagnostic products at client sites, managing schedules and travel arrangements.
• Manages reagent and assay investigations, documenting and attaching work in CRM per regulatory guidelines within timeframes.
• Identifies and resolves issues with root cause analysis.
• Escalates customer needs outside scope and collaborates with other departments for resolution.
• Works with the Global Response Team for corrective service calls outside parameters.
• Communicates root causes of technical issues to customers and teams.
• Supports software upgrades, installations, and regulated documentation in collaboration with Field Service Engineers.
• Supports software upgrades, product installations, validation, and training with project teams.
• Maintains knowledge of product lines and technical bulletins for updates.
• Manages calibrated tools and company assets responsibly.
• Maintains active vendor credentials and certification requirements.
• Develops communication and presentation skills with clients and teams.
• Interprets KPI metrics to improve performance.
• Provides remote support and troubleshooting, maintaining competency in instrument log analysis and support tools.
• Partners with Telephone Support Team for additional guidance and corrective activities.
• Adheres to procedures and protocols, ensuring compliance and alignment with sales and marketing messaging.

Key Performance Indicators

• Completion of training on time (98%)
• Timely documentation and work order resolution
• Effective remote work closure and investigations
• Cost management and customer satisfaction

May perform other duties as assigned, including recommending improvements and supporting customer complaints and service calls.

Knowledge, Skills, And Abilities

• Excellent organizational, record-keeping, and inventory skills
• Knowledge of GMP, ISO, and related policies
• Proficiency in Microsoft applications and call handling systems
• Strong troubleshooting and analytical skills
• Self-motivated with minimal supervision
• Effective communication skills, both written and oral
• Customer service focus and relationship-building skills
• Adaptability to changing environments and problem-solving abilities
• Integrity, confidence, and passion in customer interactions
• Technical writing skills a plus

Education

Equivalent military experience or an Associate's Degree in Medical Laboratory Science with 2 years’ experience; a Bachelor of Science in Medical Technology or related field is highly preferred.

Experience

• 0-2 years in hospital laboratory or clinical diagnostic industry with a Bachelor's Degree
• 2-4 years with an Associate Degree
• Familiarity with transfusion medicine testing is preferred

Occupational Demand

• Valid driver’s license and ability to travel extensively
• Work hours vary based on customer and business needs
• Ability to lift up to 50 lbs and perform physical tasks at customer sites

Third Party Agency and Recruiter Notice

Agencies must have an active agreement with Grifols to submit candidates. All resumes should be sent through a Grifols Recruiter.

Grifols is an equal opportunity employer, considering all qualified applicants without discrimination.

Location: NORTH AMERICA : USA : OK-Oklahoma City