Grifols Smartcare

2020-12-08

Grifols facilities go by various names: Grifols, BioMat USA, Talecris Plasma Resources and PlasmaCare

Grifols have resumed SmartCare Service as of December 7, 2020. See communication here. 

All Grifols/BioMat/Talecris Customers with WA SAP Contract # 40067975 or HR Contract # 460322 

Documents that the FSE work from while onsite, for reference should they call with any questions, may be sent to FSE on request: 

Onsite Service Program PM & Calibration, SPOT 4200 Series, Work Instructions

Grifols SPOT Test Equipment Layout for FSE, Reference

Calibration Folder

In all scenarios ship back to customer never to service center.

Customer calls for calibration:

Collect these 3 pieces of information

o   Serial Number (Note: if <200704 this is a version 1 that is not on Smart Care)

o   PM Due Date

o   Customer Location

Confirm the information on the Grifols Contact List Spreadsheet  (See Appendix A for how to search)

Actions to take:

o   Serial Number Overdue: RMA treat as PIC

o   Serial Number Not Overdue: Get their name/number and tell them SOM will reach out in 24-48hr

Alert : SOM, Area Admin and AVP

Alert: Margaret Clark or Bailey Ramsden to adjust any discrepancies found on the excel sheet. (I.E. Wrong location, New location, Missing Serial Numbers)

Customer Calls with an allegation of deficiency:

The customer would contact WA at 866-422-2220, select option 2 for technical support and then option 2 for devices

Troubleshoot with customer.  If it results in accessory replacement or retrieving for repair:

o   Create RMA

o   Treat as PIC

Field Service Reps calls while onsite performing PM Service

If unit fails PM check or needs accessories:

o   Repair/RMA/PIC – (FST call into 315-685-4414 option 2 to set up unit for service)

o   Accessories – FST will order from HR Direct per the updated Matrix

Products covered under Grifols SmartCare Agreement Spot Vital Signs Device 

January of 2019 Version 1 Spot 420 contract expired.  (These devices have a black front face plate in comparison to the blue face plates in Version 2)

Grifols facilities go by various names: Grifols, BioMat USA, Talecris Plasma Resources and PlasmaCare

See: Technical Support Process for Grifols Customers  for details on processing

Please see your Lead Coordinator with any questions