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Technical Support Expert

This job posting is no longer active.

Location: Firenze, Italy
Position Type: Unfixed Term

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety.

Our teams working across our digital transformation and information technology areas are literally changing healthcare through technology. Their various expertises are serving innovations for patients and business. Development of new solutions (hardware and software) as well as building qualitative data and insights contribute to the constant improvement of public health.

Come and join a family-owned global company with a long-term vision, and a human-centered culture.

Overview

The Customer Technical Support role provides high quality support to internal and external customers, by focusing on technical aspects. The Technical Support role must ultimately be the reference for all technical questions on the systems marketed by bioMérieux.

The Customer Technical Support role should ensure a constant and accurate exchange of technical information with internal and external customers.  The person performing this role has the technical knowledge to identify and analyse service request and the ability to select the correct solution, and advice the customer on next steps.

Main responsibilities

The person performing this role is results oriented, operates with a sense of urgency and sets his priorities in accordance with the needs of the company and the customer.  A key expectation of this role is to present a self-confident and competent impression to the customer.

The objective of this role is ensuring that all the technical service and support activities are handled correctly to ensure the highest level of customer satisfaction.

Tasks within this role are:

  • Analyse and solve technical problems of the customers

  • Decide on approach/solution for each service request

  • Follow the diagnosis process to allocate a problem

  • Fix the problem online/remotely or decide on follow-up approach/solution

  • Provide all information possible before visit to solve the request

  • Identify sales opportunities

  • Select appropriate materials and resources to solve a problem

  • Provide technical remote support to customers and engineers

  • Follow up with customers to ensure system operation satisfaction

  • Escalate unresolved concerns to manager/next level of technical support

  • Identify improvement opportunities for the company

  • Very diligent in documentation

  • Travel, as needed, to customer labs/site to provide support for equipment installed

When needed, the person performing this role provides repair, installation, troubleshooting, customer training and general support for equipment installed at customer facilities.

Related Competencies

  • Work with IT technologies

  • Effective time schedule

  • Act to customer expectations

  • Being oriented toeard customer needs

  • Self-Management

  • Analytical skills

  • Connect argumentation and discussion

  • Achieve immediate results

  • Challenge current way of working

Behavioural competencies

  • Written and oral communication skills

  • Attitude

  • Polite

  • Objectivity

  • Listening

  • Persuade action

  • Meet customer expextations

  • Overcoming conflicts of interest

  • Dealing with resistance

  • Cooperation in teams across the company

  • Associate or Bachelor’s Degree in electronic, biomedical engineering, or related field.

  • High School Diploma in electrical / electronic technology with proven track record as a technical specialist in the diagnostic field or equivalent.

  • Knowledge of SAP/Salesforce CRM

  • Advanced knowledge of MS Office

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.

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