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    Technical Account Specialist II - Baltimore, United States - Grifols Shared Services North America, Inc

    Grifols Shared Services North America, Inc
    Grifols Shared Services North America, Inc Baltimore, United States

    3 weeks ago

    Default job background
    Description


    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 Technical Account Specialist II (TAS II) is a key member of the Grifols Diagnostic Solutions Global Service & Training organization with the primary responsibility of providing the highest quality service and support to Grifols customers at the customer facility and by telephone.

    In addition, the TAS II will follow the regional marketing and sales organization directives in order to technically position Grifols' products with the technical decision makers at all levels within the marketplace.

    Primary Responsibilities for Role

    Compliance - Adhere to procedures and protocols outlined by the Grifols GST organization and Grifols Diagnostic Solutions.

    Account Management – The TAS will be responsible for all Account Management aspects of Grifols Customers.

    Some (not all) examples are:
    Customer Liaison between Grifols Departments and the Customer Site

    Implementation and Training of new customers

    Upgrade to Equipment or Software

    Technical Review

    Daily Operations/Troubleshooting

    Site Workflow Analysis

    Customer Data Collection and Analysis at country/sector level

    Projects - The TAS will be responsible for all projects implemented at Customer Sites.

    Ensure good communication within Grifols and the customer site

    Development of Project Plans - The TAS will have responsibility for developing advanced and comprehensive project plans

    Involved in New Product Launches

    Additional Responsibilities


    Including, but not limited to:
    Assist Sales Executives with presentations and analysis to enlarge customer portfolio

    Training new employees (TAS/ FSE Hybrid and other department's new employees)

    Document translation & verification

    Assist Sales Executives in commercial offer documentation

    Knowledge, Skills and Abilities

    Demonstrated Project Management

    Presentation Skills required.

    Excellent organizational, record keeping and inventory skills required.

    Knowledge of GMP, ISO and other certifying agency policies and regulations.

    Proficient with Microsoft applications and familiar with computerized call handling systems preferred.

    Excellent analytical and troubleshooting skills.

    Self-motivated and self-directed, with strong interpersonal and communication skills, and the ability to communicate technical information effectively.

    Mission Critical Competencies

    Customer Focus


    Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

    Intellectual Horsepower

    Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

    Composure


    Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

    Functional/Technical Skills

    Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

    Education

    Bachelor of Science in Medical Technology or related scientific discipline.

    Equivalent Military education or Associates Degree with 2 years' experience or High School Diploma/GED with 4+ years' experience servicing electronic/electro-mechanical equipment.

    Experience

    Career:

    If candidate has a degree, High-Level of performance as a TAS I and/or at least 5 years' experience in customer service/technical support.

    Otherwise, please see Education requirements for additional experience required.

    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 requires a bachelor's degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate's degree with 6 years of experience, or a Master's degree with 2 years of experience.

    Occupational Demands

    Position will be based in the field with up to 70% travel required. Candidate must have ability to travel outside assigned geographic area. As needed, will cover additional geographic regions to facilitate significant service requirement of customer base.

    Work hours are flexible, not conforming to a standard 40-hour work week; Overtime will be required. Candidate must be accessible for contact by phone and cover rotations for weekend/holiday on-call. Candidates will work from a home office.

    Ability to lift up to 50 lbs. as an essential function of the role (lifting of equipment for installation and preventative maintenance.)

    Third Party Agency and Recruiter Notice:


    Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department.

    Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter.

    All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.


    Grifols provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other characteristic or status protected by law.

    We will consider for employment all qualified Applicants in a manner consistent with the requirements of applicable state and local laws.

    Learn more about Grifols )

    Req ID: 513968


    Type:
    Regular Full-Time


    Job Category:
    Technical Assistance
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