Field Service Engineer (FSE) Manager Northern Italy

at  Grifols Italia SpA

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.

WE BELIEVE THAT DIVERSITY ADDS VALUE TO OUR BUSINESS, OUR TEAMS AND OUR CULTURE. WE ARE COMMITTED TO EQUAL EMPLOYMENT OPPORTUNITIES THAT FOSTER AN INCLUSIVE ENVIRONMENT.

Help us lead one of the world’s largest pharmaceutical companies. We are a world leader in plasma-derived medicines with a presence in more than 100 countries, and a growing global team of over 20.000 people. That’s why we need a Diagnostic Sales Representative like you.
We are looking for a Field Service Engineer (FSE) Manager for Northern Italy who will have the primary responsibility of providing the highest quality service and support to Grifols customers.

WHAT YOUR MAIN RESPONSIBILITIES WILL BE

You will have the opportunity to:

• Provide Customer Service: manage planning of technical associates to respond to customer inquiries and complaints, participate in customer site evaluations, upgrade hardware, software or assay, perform training, execute product installations, conduct preventive maintenance, and provide ongoing service and support for all equipment at the customer facility and via telephone.
• Escalation of Customer Needs: openly communicate with other groups within GDS to assure rapid resolution of issues raised by customers; active lead in follow up of issues brought forward by technical service & support associates, including root cause investigations.
• Business Development: communicate integrally with Global Support and Training (GS&T) and Account Managers regarding product performance, participation in development teams and process development and improvements.
• Leadership: provide mentoring and assign projects; leads others in the absence of the Manager. Will provide feedback on performance related issues and may be involved in the process of counseling technical associates to improve performance; will conduct Technical Performance Assessments on associates; responsible for daily operations of associates.
• Monitoring: make sure all GST members are reporting activities in real time as define in Global instructions.
• Administrative: review daily schedule, vacation planning and supports approval of expense reports. Identify and make recommendations for improvements to products, functions, and processes.
• Supervise compliance: adhere to procedures and protocols outlined by the Grifols GST organization and Grifols Diagnostic Solutions.

The requirements listed below are representative of the knowledge, skills, education, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• You have a Medical Technology, Engineering, Electronics, Scientific degree or similar.
• You have fluency in BTS (Immunohematology) business.
• You have at least 4 years of experience as a FSE in a Diagnostic business.
• You have at least 5 years of experience supporting highly complex diagnostic equipment or assays in a medical or laboratory environment, or an equivalent facility.
• You are proficient with CRM, Microsoft applications and familiar with computerized call handling systems.
• You have knowledge of GMP, ISO and other certifying agency policies and regulations.
• You have experience in data analysis and database management.
• You are a result driven person and team player, able to collaborate with cross functional teams to achieve the objectives.
• You have strong presentation, communication and customer orientation skills.
• You have good organizational, analytical and problem-solving skills.
• You speak fluent English and Italian.
• You have willingness to travel as this is a field-based role (50% of the time).
• You reside in the Northern Italy