Field Service Engineer

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver customer service and technical support at client locations and through remote access tools and phone communication.

• Oversee customer relationships, address inquiries and complaints, handle service calls, and conduct site evaluations.

• Organize travel arrangements, customer meetings, parts orders, and delivery schedules.

• Carry out preventive maintenance and system upgrades for instrumentation and interfaces.

• Diagnose issues in electromechanical, fluidic, and medical devices.

• Implement hardware and software upgrades, product installations, and installation/operational/performance qualifications.

• Transition project timelines to the Technical Application Team.

• Coordinate corrective service activities with the Telephone Support Team.

• Recognize the needs of customers without contracts and relay leads to Sales Representatives.

• Collaborate with the Global Response Team on intricate corrective service calls and investigations.

• Escalate customer requirements to Sales, Supply Chain, and other relevant departments.

• Record all activities and technical guidance in the CRM system in accordance with regulatory standards.

• Monitor customer action items and ensure documentation is finalized for closure.

• Maintain product-line expertise and keep abreast of technical bulletins.

• Oversee parts inventory and calibrated tools at customer locations.

• Manage company vehicles, tools, testing equipment, telecommunications gear, parts inventory, corporate cards, and expenses.

• Fulfill training and certification obligations.

• Analyze KPI metrics to enhance performance efficiency.

• Handle multiple client portfolios and manage competing deadlines.

• Adhere to Grifols Diagnostic procedures, protocols, and departmental SOPs.

• Identify and propose improvements for products, functions, and processes.

⛳️ Requirements

• Equivalent military experience, or an Associate Degree with 2 years of experience, or a High School Diploma/GED with over 4 years of experience in managing electronic/electro-mechanical equipment.

• A Bachelor’s Degree in Engineering or a related Scientific Discipline is highly preferred.

• With a Bachelor’s Degree: 0–2 years of experience in working with laboratory equipment and/or electronic/electro-mechanical equipment.

• With an Associate Degree: 2–4 years of experience in working with laboratory equipment and/or electronic/electro-mechanical equipment.

• With a High School Diploma/GED: 4+ years of experience in working with laboratory equipment and/or electronic/electro-mechanical equipment.

• Previous experience in a regulated environment is highly preferred.

• Familiarity with the Service Max/Salesforce platform is advantageous.

• Exceptional skills in organization, record keeping, documentation, and inventory management.

• Technical writing abilities are a plus.

• Proficiency in Microsoft applications and knowledge of computerized call handling systems.

• Outstanding analytical and troubleshooting capabilities.

• Ability to work independently and complete tasks with minimal supervision.

• Strong written and verbal communication skills, with the ability to convey technical information effectively.

• A robust focus on customer service and relationship-building.

• Capacity to adapt to changing environments and propose solution-oriented ideas.

• Skill in managing competing priorities and customer complaint timelines.

• Willingness to travel outside the assigned geographic area and cover additional regions.

• Capability to lift up to 50 lbs.

• Must maintain active participation in vendor credentialing programs.

• Must fulfill certification requirements on existing instrument platforms and cross-train on additional platforms.

• Must be reachable by phone for weekend and holiday on-call rotations.

🏝️ Benefits

• Regular full-time employment.

• 100% remote work from a home office.

• Up to 70% travel support/coverage as part of the role.

• Flexible working hours.

• Opportunities for overtime/required overtime.

• Weekend and holiday on-call rotations.

• Continuous internal and corporate training.

• Onboarding at the training center and regular training sessions in North Carolina.

• Professional development to enhance technical knowledge, communication, and presentation skills.

• Provision of a company vehicle.

• Tools and testing equipment provided.

• Telecommunication equipment supplied.

• Personal service parts inventory management.

• Corporate card and expense management support.

• Collaboration with a global team and interdepartmental cooperation.