Summary:

The Field Software & Interface Support Specialist is part of the Grifols Diagnostic Solutions Global Service & Training organization and based in RTP, North Carolina. The role has the primary responsibility of providing IT support for systems and processes associated with Grifols OEM (original equipment manufacturer) and distributed products to Grifols at the customer facility and by telephone. The Customers are hospitals, blood banks, donor centers and laboratories. Field Software & Interface Support Specialist is a client-interfacing position which requires a unique combination of computer systems knowledge and understanding of laboratory operations, specifically requirements of FDA/EPA regulated environments. The individual will focus on our IH (Immunohematology) products and will also get cross trained on the NAT product line.

You will be working with: HL7 Interface Engines (Mirth Connect & Iguana) | Salesforce | ServiceNow | Atlassian Jira/Confluence |JavaScript | Python | Microsoft SQL Server | PostgreSQL | Docker | Microsoft Azure | Windows Server

Your responsibilities:

• The Field Software & Interface Support Specialist is a key member of Customer Technical Support Team in collaborating and driving vendor management of integration of third-party LIMS systems.
• Collaborates as part of an implementation team to ensure that the proposed technical design meets the client’s business requirements, desired project objectives and LIMS strategy
• Conducts functional testing of client configurations and new software releases.
• Drafts documentation, such as user application notes and design documents, for both technical & non-technical end users.
• Database Support – Provides support for developing database utilities and automated reporting, monitoring/optimizing system performance, restoration /recovery activities for corrupted databases, installing /testing upgrades, and patches, and implementing security/encryption.
• Networking Support - Provides technical support (e.g., upgrades, installation, and troubleshooting) for networks/hardware/software, manage inventory of equipment/parts, and participate in the development of system standards documentation.
• Operating Systems/Hardware/Applications Support - Participates in product lifecycle management including service-related development activities, evaluation of new technologies/applications/devices, system integration, and security/access control for applications/ systems.
• Complaint Investigation – Leads/participates in investigations and troubleshoot customer complaints and in-quires, specific to designated software and systems applications. Participate in complaint trending activities for specific products
• CAPA implementation – Leads/participates in deviation investigations for designated IT/software product issues and manage implementation of associated corrective actions.
• Business Continuity – Participates in contingency planning, system integration design, product commercialization
• Provides subject matter expertise for internal staff and for members of multifunctional teams on performance and complaint investigation of our diagnostic product portfolio (NAT and IH products)

More about us, benefits we provide you

• salary in line with the market as well as an annual bonus target
• very flexible working hours, mostly remote
• Payed holiday, Payed time off, floating holidys
• free parking
• Professional development opportunities (training, career development)
• Gym pass & employees perks program
• 401 (K) Retirement Plan (Grifols will match 100% on the first 4% of eligible compensation you contribute, and 50% on the next 2% of eligible compensation you contribute)
• Health insurance: Medical, Dental, Vision
• Travel accident insurance, Life and AD and D Insurance
• Short- & Long-Term Disability Insurance
• Health Savings Account, Flexible Spending Account
• Critical Illness, Accident, Hospital Indemnity coverages
• Adoption Assistance
• Employee assistance plan

Knowledge, Skills, and Abilities:

• Demonstrated, superior expertise in supporting and servicing Middleware solutions and LIS interfaces.
• 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.
• Excellent analytical and troubleshooting skills.
• Self-motivated and self-directed, with strong interpersonal and communication skills, and the ability to communicate technical information effectively.
• Basic knowledge of ASTM 1394 standards.
• Minimum of 2-4 years’ experience in a proven environment with Internet-working principles, protocols and architecture (DHCP, NETBIOS, TCP/IP, FTP, DNS, WINS, WAN, VLAN, VPN, IPSec, firewalls and LAN’s).
• Experience supporting the following languages and applications is desirable: SQL, C#, .NET
• Experience in the medical device/automation industry, medical diagnostic field or blood banking/screening market is desirable.

Education:

Bachelor of Science degree (or equivalent) in a major in a scientific discipline, or Bachelor of Art degree in Computer Information Systems preferred.

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:

5+ years of experience in laboratory informatics or laboratory automation work in a support/IT role, if you have a bachelor’s degree

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 an Associate’s degree plus 2 years of experience, an equivalency could include 4 years of experience or a Bachelor’s degree.

Occupational Demands:

May occasionally lift, carry, push, pull or otherwise manipulate objects up to 25 pounds in weight, and/or lift, carry, push, pull or otherwise manipulate objects up to 10 pounds in weight frequently or continuously.

EEO Minorities/ 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. We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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Location: NORTH AMERICA : USA : NC-RTP || NORTH AMERICA : USA : NC-Charlotte || NORTH AMERICA : USA : NC-Clayton || NORTH AMERICA : USA : NC-Durham || NORTH AMERICA : USA : NC-North Carolina || NORTH AMERICA : USA : NC-Raleigh:USHOME - Home Address

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