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Field Application Specialist, Eastern Canada

Location: St Laurent, Canada
Position Type: Unfixed Term
Job Function: Customer Service

 

Primary Purpose and Overall Objective of the Job: 

Provide field scientific support & services, including sales support, training, qualification, field actions deployment at all stages of bMx solutions life cycle management, guarantee added value, assess patient result impact

 

Main Accountabilities:

  • Support our customers when implementing new assays and IT solutions
  • Provide support to the customer during the evaluation and implementation of these solutions.
  • Offer enhancements for development and optimization of our solutions at customer sites.
  • Perform standard of work for documentation and customer complaint handling to achieve high level customer satisfaction. 
  • Ensure customer management database/CRM is up to date and include full activity traceability.
  • Collaborate with the Account Managers to develop account strategies for excellent customer service and support (increase and retain business)
  • Demonstrate our solutions; instrumentation, IT and reagents to bioMérieux and new customers.
  • Manage an assigned territory including efficient traveling and scheduling.

 

Typical Studies-Experience, Skills and Qualifications:

Studies-Experience: 

  • Medical Laboratory Science degree and Bachelor’s or Masters (preferred) degree or equivalent in microbiology/molecular 
  • IT & software experience is an asset 
  • 3 to 5 years minimum of advanced and demonstrated experience in clinical or industrial microbiology, with strong troubleshooting capacity.

 

Skills and Qualifications: 

  • Customer and solution oriented 
  • Training and coaching capabilities
  • Organized, rigorous and autonomous 
  • Good communication and ability to work in a multi-disciplinary team 
  • Advanced computer knowledge would be and asset 
  • Master CRM (reporting and dashboard) would be considered an asset
  • Scheduling and organization skills to optimize presence in the field 
  • A valid drivers license is required 
  • Up-to-date vaccination where required by customers

 

Scope and Resources Accountability, Typical Performance Indicators:

  • Scope and Resources Accountability: Territory management (Eastern Canada), domestic and international travel, territory cross coverage, company car and expense management, schedule management
  • Financial Indicators (revenue, budget, etc.): Territory revenue targets, customer service revenue targets, expense budget management
  • Key Performance Indicators (KPIs): Customer satisfaction, Customer visits, Salesforce completion rate, outlook forecast schedule completion rate, software update completion progress, special marketing initiatives
  • Key Contacts (internal/external) and Interfaces: INTERNAL: Hotline, Field Service Engineers, QA/RA, Marketing, Sales, Medical Affairs, Supply Chain, Human Resources, Finances, Order Desk, Contracts, Managers. EXTERNAL: All customer stakeholders

 

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