Technical Account Specialist I - Oklahoma City, OK

Grifols • Oklahoma City, OK

220d • Onsite

About The Position

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 through 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 initiate and work through complex issues with a TAS II or TAS III and Global Response Team.

Requirements

• Equivalent military experience or Associates Degree in Medical Laboratory Science with 2 years' experience.
• Bachelor of Science in Medical Technology or related scientific discipline is highly preferred.
• 0 - 2 years of experience working in hospital laboratory environment or clinical diagnostic industry with a Bachelors Degree.
• 2 - 4 years of experience working in hospital laboratory or clinical diagnostic industry with an Associate Degree.
• Familiarity with testing requirements of transfusion medicine labs is highly preferred.

Nice To Haves

• Knowledge of GMP, ISO and other certifying agency policies and regulations.
• Proficient with Microsoft applications and familiar with computerized call handling systems.
• Excellent analytical and troubleshooting skills.
• Technical writing skills a plus.

Responsibilities

• Manages technical concerns and training of multiple laboratory clients and multitasks to meet competing deadlines.
• Responsible for customer relationship management by responding to clients within designated timeframe regarding inquiries, complaints, service calls and product solutions at customer sites and Grifols facilities of reagents and assays.
• Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of reagents.
• Executes implementation activities from pre-implementation through go live including but not limited to instrument configuration, LIS connectivity, customer training and instrument validation support.
• Independently coordinates and provides technical training, consultation and ongoing support of Grifols diagnostic products at client site.
• Proactively and independently manages ongoing reagent and assay investigations per manufactures requirements including scheduling with client, documenting and attaching work in CRM per regulatory guidelines within designated timeframes.
• Identifies and resolves issues with clear Root cause analysis.
• Identifies and escalates customer needs outside of defined scope of work or contract and proactively communicate to other departments within Grifols such as Sales, Supply Chain, etc. to assure rapid resolution of issues raised.
• Collaborates with Global Response Team (GRT) for corrective service calls that fall outside of predetermined parameters to ensure proper resolution and documentation of customer complaint.
• Effectively communicate root cause for technical issues to customer and interdepartmental teams.
• Collaborates with Field Service Engineer to support software upgrades, installations and regulated documents associated with the customer site.
• Collaborates with project team by supporting software upgrades and product installations including validation and training.
• Maintains basic knowledge on all product lines and keep informed of technical bulletins for system updates.
• Always maintains and manages calibrated tools.
• Accountable for assigned company assets including company vehicle, tools, test equipment, telecommunication equipment, corporate card and expense management, etc.
• Maintains active status on all vendor credentialing programs to perform work at designated client sites.
• Responsible for meeting and maintaining certification requirements on existing instrument platform and cross training as assigned to gain additional technical knowledge on other platforms.
• Continued development with communication and presentation skills with clients and interdepartmental teams.
• Interprets KPI metrics and applies to current role to drive performance effectiveness.
• Develops skills and competence with providing service support to customers via Secure Remote Connectivity and any other Grifols remote support tools, and develops high level of competence with troubleshooting and instrument logs analysis.
• Partners with Telephone Support Team to provide additional technical guidance via phone and schedule corrective service activities per scope of work listed in client contract as needed.
• Compliance - Adhere to procedures and protocols outlined by the Grifols Diagnostic organization in additional to department SOPs.
• Required to align with Sales and Marketing messaging and commercial positioning of the products while ensuring technical accuracy and compliance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree