Technical Account Specialist II 1

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.)

EEO Minorities/Females/Disability/Veterans

Grifols is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, religion, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status or any other classification protected by applicable State/Federal laws.

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.

Location: NORTH AMERICA : USA : NC-Durham:USHOME - Home Address

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