Software and Interface Support Specialist

Location: NC-North Carolina, US

Contract Type: Regular Full-Time

Area: TECHNICAL ASSISTANCE

Req Id: 547033

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.

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Summary:

The Field Software & Interface Support Specialist 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.

Primary responsibilities for role:

• The Field Software & Interface Support Specialist has the primary responsibility of providing IT support for systems and/or processes associated with Grifols OEM and Distributed products.

• The Field Software & Interface Support Specialist is a key member of GST in collaborating and driving vendor management of all aspects of client projects involving the analysis, design, configuration and integration of third party LIMS systems.

• 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.

• Gathers, analyzes and translates user requirements into LIMS solutions.

• 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

• Provides quality, timely and accurate LIMS analysis/design/configuration/support.

• Conducts functional testing of client configurations.

• 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 in-tegration, 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

• DR Investigation / CAPA implementation – Leads/participates in deviation investigations for designated IT/software product issues and manage implementation of associated corrective actions.

• Project Teams - Collaborates and partners effectively with cross-functional project teams to contribute to building a network of internal and external collaborators with appropriate product expertise. Serve as IT subject matter expert on project teams to assess needs and provide technical content to support product commercialization and launch activities.

• Business Continuity – Participates in contingency planning, system integration design, product commercialization, site implementation support (including oversight transition to production), develop system specification and technical/logistical requirements, and manage system configuration.

• Assists with Global Response Team members’ development to enhance product subject matter expertise in the area of Instrumentation and Systems.

• Provides expertise for Instrumentation and Systems investigations of escalated field issues to identify the root cause and assess the product impact by the potential defects. Determine immediate and long-term resolution options.

• Develops and implements systems for streamlining Instrumentation and Systems escalation investigation in order to comply with complaint investigation closure metrics.

• Provides subject matter expertise for GST internal staff and for members of multifunctional teams on performance and complaint investigation of NAT products

Additional Responsibilities:

• Additional Responsibilities include but are not limited to: May perform other duties as assigned by the Manager or Supervisor. Document translation & verification. Root cause analysis. Assistance with training new employees (TAS/ FSE Hybrid and BMIT/BMET). SOP creation/ modification. Identify and make recommendations for improvements to products, functions, and processes.

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.

Mission Critical Competencies:

1. Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customes; 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.

2. Intellectual Horsepower Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

3. 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.

4. 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 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:

Career: If candidate has a degree,

• Minimum 5 years of experience in laboratory informatics or laboratory automation work in a support/IT role.

Otherwise, please see Education requirements for additional experience required.

• Basic knowledge of ASTM 1394 standards.

• Excellent organizational and record keeping skills required.

• 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

• Minimum 2-4 years of hardware and software experience with IBM compatible Enterprise systems (servers, thin-clients and components) and Enterprise Microsoft operating systems. Web-based solutions using HTML, Java, C# and .NET.

• Experience in the medical device/automation industry, medical diagnostic field or blood banking/screening market is desirable.

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 Associates degree plus 2 years of experience, an equivalency could include 4 years of experience or a Bachelors 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

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; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.

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