Technical Support Specialist II - Medical Devices (NAT & IH)

Technical Support Specialist II - Medical Devices (NAT & IH)

Location: NC-RTP, US

Contract Type: Regular Full-Time

Area: Technical Assistance

Summary: The Tier 1 Technical Support Specialist (TSS) for Medical Devices in the field of IVD at the Grifols DxCTS (Diagnostic Customer Technical Support) Team has the primary responsibility of providing the highest quality service and support (tier 1) to Grifols customers via phone. TSS will provide directions to the customer base using analytical troubleshooting skills while documenting product inquiries or complaints in the Customer Relationship Management System (CRM). The TSS is responsible for responding to clients within a designated timeframe regarding inquiries and complaints. The position will collaborate with interdepartmental teams to ensure proper resolution and closure of regulated documentation in the CRM system. The individual will be a subject matter expert on our platforms and mentor other team members.

To be able to fulfil this role the individual needs to be customer oriented and present excellent communication as well as analytical, problem-solving skills. An Engineering degree and a minimum of 3 years of experience is very beneficial and prior work experience in a laboratory or customer service environment with NAT and Blood Typing Instruments is also very beneficial.

Primary responsibilities for role:

• Work directly with external and internal customers either by telephone, electronically, or face-to-face.
• Research customer issues using available and approved resources to provide customers with correct product and service information. Route calls, investigations, or written responses to appropriate resources. Responsible for accurate and timely documentation of all customer communication in the CRM system.
• Responsible for execution of routine instrument maintenance and basic troubleshooting of triage lab equipment.
• Communicates technical guidance to clients through email and written formats.
• Mentor to TSS I by providing feedback based on documentation review in CRM for accuracy and completeness within specified timeframes.
• Developed to be Subject Matter Expert on a specific product line and will assist in the review of technical documents such as job aids and new procedures for next level approval.
• Responsible for meeting and maintaining certification requirements on existing instrument platform and cross training as assigned to gain additional technical knowledge on other platforms.
• Gathers data and analyzes trends regarding instrument or reagent issues.
• Handled complex client inquires to assess if able to resolve or escalate support to Global Response Team.
• Monitors regulatory compliance for customer testing and potential claims.
• Continued development with ongoing training to enhance communication and presentation skills with clients and interdepartmental teams.
• Contributes to projects with cross functional teams and provides timely updates to stakeholders within designated timeframes.
• Up to 20% travel required for training, group meetings and general customer support.

Additional responsibilities:

Constantly improves and seeks excellence in his/her role and area of expertise. Works in collaborative and inclusive ways with others, listens actively and communicates in a positive way. Reacts positively to difficult challenges or adversity, is a role model for other CSS team members and shares innovative ideas.

Knowledge, Skills, and Abilities:

Solid understanding of regulations in multiple laboratory settings and application of instrumentation. Gathering and data analysis of trending instrument issues. Strong technical writing skills and solid documentation practices in CRM system. Ability to handle multiple high priority projects and provide timely updates to stakeholders. Ability to serve as subject matter expert and mentor other team members as well as provide ongoing feedback. Strong communication skills and ability to adjust message based on audience.

Education:

Bachelor's degree in health science or related field. Engineering degree preferred.

Medical technologist certificate preferred.

Experience:

Specialist level II:

3 years' experience with troubleshooting medical devices including technical proficiency an instrumentation or assay development and/or execution. Experience in customer service facing role and working with cross functional environments. Experience with data analysis preferred.

Specialist level III:

5 years of experience troubleshooting medical devices including technical proficiency an instrumentation or assay development/execution. Prior experience drafting technical documents. Advanced knowledge of MS Office suite to evaluate and present instrument or CRM data.

Equivalency:

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 typically requires an associate degree, plus 2 years of experience, an equivalent could include 4 years of experience or Bachelor's degree.

Occupational Demands:

Work hours change based on the needs of the customer and business, not conforming to a standard 40-hour work week. Work environment is office based and includes long periods of time sitting and typing at a computer workstation. Will spend a significant amount of time listening in and taking customer calls. Out of state travel may be required. Travel demands need to be met to facilitate this need. When at customer locations or in triage lab while observing/ assisting with instrument installation and/or preventative maintenance the ability to lift up to 50 lbs as needed.