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.
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 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.
We are looking for an IT Investigation Leader under a permanent contract, who will work and grow within the “Microbiology Investigation Unit “ of the Global Customer Service department. You will report to the Manager of the Team within a team of around 15 co-workers.
Our unit is dedicated to processing customer complaints and questions and is leading the end to end investigations.
As an IT Investigation Leader, you will be responsible for processing all requests coming from subsidiaries and distributors.
What will be your mission ?
Ensure technical support on our IT products (MYLA, VILINK, CLARION and future IT products to come)
Be responsible for leading the investigations on these product lines
Follow the CAPAs (corrective & preventing actions) created as a consequence of an investigation and document them using the respective software (Salesforce and Trackwise Digital)
Lead investigation meetings and work in close collaboration with other teams (ex. R&D, production sites …)
Monitor and report about investigation statuses and escalate concerns to management within expected timeframe
Have a key role during audit preparation and participate to the actual audits
Develop tools to help subsidiaries and distributors gain efficiency when supporting their customers (troubleshooting guides or tools, FAQs…)
Contribute to continuously improving processes and products
Who are you ?
You have an engineering degree with a major on Computer Science
Minimum 5 years experience in the IT field, ideally in the laboratory or hospital computer field or within a LIS (Laboratory Information System) editor.
Proficiency in biology or previous experience as IT Engineer, System Engineer or Application Specialist are plusses, as well as prior experience or knowledge of our products.
Knowledge of laboratory communication protocols (i.e. HL7, Snomed, Loinc) will be appreciated.
You have demonstrated leadership and ability to convince and gain trust of your stakeholders
You have very good communication skills, a good team spirit and you like working with multidisciplinary teams
You are autonomous, used to dealing with priorities and you and demonstrate reactivity in case of emergencies
You are curious and customer service oriented
You have successfully participated to regulatory audits (ex : FDA, ISO, OSHA, EPA, etc.)
Your English is fluent both in written and orally; other languages are valuable assets
Occasional travel in France or abroad can be required (10% maximum)
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.
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).