Field Service Engineer - Oklahoma City, OK

Grifols; Oklahoma City (OK); Remote; USD 60,000 - 90,000; Full time

Job summary

An innovative company is seeking a Field Service Engineer to enhance healthcare solutions across Oklahoma City. This role involves providing top-notch service and support to clients, managing preventative maintenance, and troubleshooting complex electromechanical devices. With a focus on customer satisfaction, you'll collaborate with various teams to ensure effective resolutions. This position offers flexibility, including remote work and travel opportunities, making it perfect for those eager to make a real impact in the healthcare sector. Join a team that values personal development and continuous improvement!

Qualifications

• Bachelor's degree or equivalent military education required.
• Experience with electronic/electromechanical equipment is essential.

Responsibilities

• Provide high-quality service and support to customers.
• Manage preventative maintenance and system upgrades.
• Document activities within the CRM system.

Skills

Organizational Skills

Record-Keeping

Inventory Management

Troubleshooting

Analytical Skills

Interpersonal Skills

Technical Communication

Education

Bachelor’s Degree in Engineering

Associate Degree with 2 years experience

High School Diploma/GED with 4+ years experience

Tools

Microsoft Applications

CRM Systems

Job description

Join to apply for the Field Service Engineer - Oklahoma City, OK role at Grifols

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 Field Service Engineer I (FSE I) for Grifols DxCTS (Diagnostic Customer Technical Support) organization has the primary responsibility of providing the highest quality service and support to Grifols customers at the customer facility and via remote access tools and telephone. 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. FSE I 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. The role involves dealing with diverse and complex issues, working with FSE II, FSE III, and the Global Response Team as needed.

This position services the territory of Oklahoma City, OK, and surrounding areas, with backup support for the Central territory and additional support for the North America DXCTS team. The FSE reports to the Technical Support Manager and works remotely. Training will be provided at our onboarding & training center in North Carolina, focusing on our IH equipment (Erytra/Eflexis) and later on NAT equipment (Panther/RES).

Primary Responsibilities

• Adhere to procedures and protocols outlined by the Grifols GST organization and Grifols Diagnostic Solutions.
• Respond to customer inquiries and complaints, participate in evaluations, hardware/software upgrades, product installations, preventive maintenance, and ongoing support. Document activities within CRM system.
• Communicate with other groups within Grifols to ensure rapid resolution of customer issues.
• Coordinate with Global Service and Training (GS&T) and Account Managers regarding product performance, and participate in development and process improvement teams.
• Continue personal development to enhance skills, including presentation and communication skills.

Key Performance Indicators

• Complete internal and corporate training on time (98%)
• Complete Preventive Maintenance (PM) on time (100%)
• Document activities within 24 hours; resolve SR activities within 3 days; complete rework within 3 days of notification
• Maintain metrics such as Service Cost per Instrument, MTBF, MTTR, customer satisfaction, and others as defined annually

Additional Responsibilities

• Perform other duties as assigned, including document translation, root cause analysis, and process improvements.

Knowledge, Skills, and Abilities

• Excellent organizational, record-keeping, and inventory skills
• Knowledge of GMP, ISO, and related policies
• Proficiency with Microsoft applications and call handling systems
• Strong troubleshooting and analytical skills
• Self-motivated, with strong interpersonal and technical communication skills

Critical Competencies

• Customer Focus
• Intellectual Horsepower
• Composure under pressure

Education & Experience

Bachelor’s Degree in Engineering, Technical or related Scientific Discipline, or equivalent military education, or an Associate Degree with 2 years experience, or High School Diploma/GED with 4+ years servicing electronic/electromechanical equipment.

Occupational Demands

Position involves up to 70% travel, working from a home office, with flexible hours, including weekends and holidays. Must be able to lift up to 50 lbs.