Technical Applications Specialist

4 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Grifols Full time

Grifols is a global healthcare company that has been working to improve the health and well-being of people around the world since 1909. We are leaders in plasma-derived medicines and transfusion medicine, and we develop, produce, and market innovative medicines, solutions, and services in more than 110 countries and regions.

Technical Applications Specialist

The Technical Applications Specialist will provide technical support to customers and distributor applications teams on all assays and instruments marketed by Grifols Diagnostics Solutions (GDS). They will also provide support to customers and distributor teams on workflow, software, and equipment operation from an operator's and lab managers' perspective. The TAS will serve as the technical expert on all assays, software, and equipment from an operator's perspective and will have complete responsibility for ensuring customer satisfaction with Grifols from a technical perspective.

Responsibilities:

  • Leadership - Monitor and guide distributor teams in providing Grifols quality of applications support to end users of Grifols solutions. Provide mentoring, feedback on performance-related issues, and may be involved in the process of counseling distributor technical associates to improve performance.
  • Supervision - Responsible for daily applications support for customers he/she is responsible for through self, Grifols associates, and through distributor teams.
  • Compliance - Adhere to procedures and protocols outlined by the Grifols DxCTS organization and Grifols Diagnostic Solutions. Manage compliance with GDS Quality systems. Responsible for collaborating with Global colleagues in providing inputs on SOPs, work instructions, and forms.
  • Customer Service - Plan and participate in user meetings and key congresses as a key technical resource. Participate in customer technical review process and scheduling. Collaborate with Supply Chain, Marketing, and other functions to optimize customer order configuration and Reagent Utilization as necessary.
  • 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 DxCTS associates, including root cause investigations.
  • Monitor assay performance and quality issues and perform trending analysis for escalation of potential quality issues to manufacturing via the Grifols escalation process.
  • Business Development - Participation in development teams and process development and improvements.
  • Reporting - Responsible for monthly reports from distributors.
  • Administrative - Maintain timely records of customer complaints and interactions in Grifols service reporting CRM system. Identify and make recommendations for improvements to products, functions, and processes.
  • TAS will support Supply Chain functions in determining correct inventory level of assay reagents supply lines.
  • TAS will conduct advanced troubleshooting in conjunction with Field Service Engineers to provide complete resolution of complaints and issues to customers and distributor technical teams.
  • TAS will provide support through self, colleagues, and distributor teams to customers as per Service Level Agreements (24/7 support at 24 hours notifications).
  • TAS will be engaged in activities pertaining to upgrades, pre-site evaluations, and unscheduled visits to instrument sites.
  • TAS will identify and make recommendations for improvements to products, functions, and processes.
  • TAS will communicate and share new information and methods with cross-functional teams as required.
  • TAS will ensure transfer of all relevant information on complaints and potential MDRs to QC.
  • TAS will complete reports as required.
  • TAS will provide performance feedback on key customer site performance, distributor support performance to National or Regional Technical Manager.
  • TAS must be accessible for contact by phone and cover rotation for weekend call where applicable.
  • TAS will be responsible for:
    Operator Training onsite or at the designated Training Center as needed. Performance will be measured on how many successful training sessions are coordinated, conducted, documented, and closed in our complaint management system
    Assay troubleshooting onsite or over the phone. Performance will be measured on how quickly the problems are resolved, documented, and closed in our complaint management system.
    Collection, analysis, and monitoring of system's performance data from customer sites on a regular basis as defined by the department. Performance will be measured based on data completion and filing on time, uploading to a shared folder or per manager's instructions.
    Regular customer visits by self, and through Grifols associates and distributor teams, and provide feedback to technical colleagues, commercial, and marketing teams on any findings or observations.
    Ensure all direct and distributor team performance are aligned with global norms and measured against global KPI's for similar activities.
  • TAS will work closely with field service associates to ensure compliance with key performance indicators, some examples of which may be:
    TAS Time per Service Request (Labor Hours)
    Internal Training and corporate training will be completed on time 98% of the time
    Assay performance metrics and other customer performance indices
    Call closure rates – as defined in individual goals & objectives each year.
    Customer satisfaction

Requirements:

  • Minimum of 5-8 years' experience in operating/supporting Immunohematology diagnostic equipment and assays in a medical or clinical laboratory environment, blood screening centre, or an equivalent facility or as an Application Specialist for Immunohematology support.
  • Demonstrated, superior expertise in supporting highly complex diagnostics solutions.
  • Excellent organizational, record-keeping, and inventory skills required.
  • Knowledge of GMP, ISO, and other certifying agency policies and regulations.
  • Good People and Process Management Skills
  • Strong knowledge of chemistry principles and chemical handling techniques
  • Proficient with Microsoft applications and familiar with computerized call handling systems.
  • Excellent analytical and troubleshooting skills.

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.

Location: APAC : Hong Kong

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