Field Service Engineer, Appleton, WI

About the Role

The Field Service Engineer I (FSE I) provides high-quality service and support to Grifols customers at customer facilities, remotely, and via telephone. This role involves customer relationship management, collaborating with interdepartmental teams, and ensuring the proper resolution and documentation of service activities. The FSE I will manage preventative maintenance, system upgrades, and troubleshoot a variety of electromechanical, fluidic, and medical devices. This position supports the Appleton, Wisconsin territory and acts as backup for the Central territory and the North America DXCTS team.

Key Responsibilities

• Provide customer relationship management by responding to inquiries, complaints, service calls, and site evaluations within designated timeframes.
• Independently manage schedules, including travel arrangements, client appointments, and coordination of parts orders and deliveries.
• Coordinate and execute hardware upgrades and regulatory documents at client sites.
• Collaborate with project teams to perform software upgrades and product installations, including installation, operational, and performance qualifications.
• Proactively manage scheduled preventative maintenance calls according to manufacturer requirements, including client scheduling, documentation, and CRM updates.
• Partner with the Telephone Support Team to offer technical guidance via phone and schedule corrective service activities.
• Identify client needs for customers without contracts and communicate potential leads to Sales Representatives.
• Collaborate with the Global Response Team (GRT) for corrective service calls that fall outside predetermined parameters.
• Escalate customer needs outside the defined scope of work to relevant departments such as Sales and Supply Chain.
• Ensure accurate and timely documentation in the CRM System of all work performed and technical guidance provided.
• Track outstanding customer action items and ensure proper documentation for closure.
• Maintain basic knowledge of all product lines and stay informed of technical bulletins for system updates.
• Manage inventory of parts and calibrated tools stored at primary customer sites, maintaining essential tools and critical inventory parts.
• Accountable for assigned company assets, including company vehicle, tools, test equipment, telecommunication equipment, personal service parts inventory, corporate card, and expense management.
• Maintain active status on all vendor credentialing programs.
• Meet certification requirements on existing instrument platforms and cross-train for additional technical knowledge.
• Interpret KPI metrics and apply them to drive performance efficiencies.
• Manage a portfolio of multiple clients and multitask to meet competing deadlines.
• Adhere to procedures and protocols outlined by the Grifols Diagnostic organization and department SOPs.
• Engage in continued development through ongoing training to enhance technical knowledge, communication, and presentation skills.
• Perform other duties as assigned by management.
• Identify and recommend improvements to products, functions, and processes.

Requirements & Tech Stack

• Microsoft applications
• Computerized call handling systems
• ServiceMax/Salesforce platform experience is a plus.
• Experience with IH equipment (Erytra/Eflexis) and NAT equipment (Panther/RES) is required.

Qualifications

• Education:
• High School Diploma/GED with 4+ years’ experience managing electronic/electro-mechanical equipment.
• Associate’s degree with 2 years’ experience working with lab equipment and/or electronic/electro-mechanical equipment.
• Bachelor’s Degree in Engineering or related Scientific Discipline is highly preferred.
• Equivalent military experience considered.
• Experience:
• 0 - 2 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with a Bachelor’s Degree.
• 2 - 4 years of experience working with lab equipment and/or electronic/electro-mechanical equipment with an Associate Degree.
• 4+ years of experience working with lab equipment and/or electronic/electro-mechanical equipment with High School Diploma.
• Prior experience working in a regulated environment is highly preferred.
• Skills:
• Excellent organizational, record keeping, documentation, and inventory skills.
• Technical writing skills.
• Excellent analytical and troubleshooting skills.
• Self-motivated and self-directed; ability to bring tasks to completion with minimal supervision.
• Strong interpersonal and communication skills (written and oral), with the ability to communicate technical information effectively.
• Strong focus on customer service and building relationships.
• Ability to adapt to changing environments and identify solution-oriented ideas.
• Ability to maintain composure when faced with competing priorities and effectively manage timelines.
• Occupational Demands:
• Position based in the field with up to 70% travel required.
• Ability to travel outside assigned geographic area and cover additional geographic regions as needed.
• Flexible work hours, overtime may be required.
• Accessibility for phone contact and participation in weekend/holiday on-call rotations.
• Ability to lift up to 50 lbs.