Field Service Engineer

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

📋 Description

• Accountable for managing customer relationships by addressing client inquiries, complaints, service calls, and site evaluations related to instrumentation within specified timeframes.

• Effectively organizes schedules, including travel arrangements, client site appointments, and the coordination of order and delivery of parts.

• Oversees the coordination and execution of hardware upgrades as well as the necessary regulatory documentation associated with client sites.

• Works in collaboration with the project team to carry out software upgrades and product installations, including installation, operational, and performance qualifications.

• Guarantees a smooth transition of project timelines to the Technical Application Team.

• Proactively and autonomously conducts ongoing preventive maintenance calls according to manufacturer requirements, including client scheduling, documentation, and attaching work in the CRM system following regulatory guidelines within set timeframes.

• Collaborates with the Telephone Support Team to offer additional technical assistance over the phone and schedules corrective service actions as per the client contract scope when necessary.

• Recognizes client needs for those lacking a contract and communicates these to the respective Sales Representative to identify potential leads for new contracts.

• Independently organizes schedules, including travel arrangements, client site appointments, and the coordination of orders and delivery of parts or analyzers for new installations.

• Partners with the Global Response Team (GRT) for corrective service calls that exceed predetermined parameters to ensure appropriate resolution and documentation of customer complaints.

• Escalates customer requirements that fall outside the defined scope of work and proactively communicates with other departments within Grifols, such as Sales and Supply Chain, to ensure quick resolution of raised issues.

• Responsible for maintaining accurate and timely documentation in the CRM system regarding all work performed and any technical guidance given to the customer in accordance with regulatory guidelines.

⛳️ Requirements

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

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

• 0 - 2 years of experience with lab equipment and/or electronic/electro-mechanical equipment is required for candidates with a Bachelor’s Degree.

• 2 - 4 years of experience with lab equipment and/or electronic/electro-mechanical equipment is necessary for those with an Associate Degree.

• 4+ years of experience with lab equipment and/or electronic/electro-mechanical equipment is required for candidates holding a High School Diploma.

• Previous experience in a regulated environment is highly preferred.

• Familiarity with the Service Max/Sales Force platform is considered a plus.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life insurance

• PTO

• Paid holidays

• Up to 5% 401(K) match

• Tuition reimbursement