Associate System Engineer
Location: Durham, United States
Position Type: Unfixed Term
Job Function: Customer Service
A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.
Position Summary:
Provide technical support, training, troubleshooting, and consultation to internal and external customers for the diagnostic test systems marketed by bioMérieux. Coordinate efforts with Application Specialists to provide world-class system support for all internal and external customers. A System Engineer promotes teamwork and cooperation, removes barriers to productivity, creates an enthusiastic/positive work environment, and provides leadership by example, to other System Engineers.
Main Accountabilities:
- Answer internal and external customer inquiries per established guideline and document in ERP system; consult as appropriate with Application Specialist, System Engineer, Management, Global Customer Support, and Customer Complaint Management Center
- Develop problem solving and troubleshooting skills for remote/phone support as well as on-site application support
- Learn bioMérieux products and procedures that are job specific and assist with implementation of new products
- Obtain ERP certification; learn investigation process and apply as needed
- Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators
- Participate in revenue generation initiatives through promotion of value added projects and services
- Perform on-call duties as needed to provide 24-hour technical support to customers
- Complete projects and tasks in support of organization objectives
Studies and Experience:
- Associate Degree or technical school equivalent in Electronic Technology, Computer Science, or equivalent military training
- Minimum of two years previous service, manufacturing quality control, or research/development experience in biomedical electronics
- Experience with mechanical, electrical, vacuum, and laser systems; basic networking skills
- Experienced in resolving customer problems and providing a high level of customer satisfaction
Skills and Qualifications:
- Proficient in Windows OS, MS Office programs
- Must be able to work independently, effectively multitask to meet deadlines and competing priorities in a fast paced environment
- Demonstrate strong interpersonal and communication skills such as excellent verbal and written capabilities through previous experiences
- Exhibit good independent decision-making ability, including problem resolution
- Exhibit independent working practices and transferable skills that contribute to excellence in work ethic
- Demonstrate ability to develop a working knowledge on multiple complex electrical systems
BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).
