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Global Customer Service Instrument and Software Engineer

This job posting is no longer active.

Location: Saint Louis, 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.

 

 

The Global Investigation Unit team in Saint-Louis provides advanced troubleshooting and support expertize to bioMérieux subsidiaries and affiliates and root cause investigations to customer complaints. Our in-depth root cause investigations provide the information necessary to continuously improve our products and assure patient safety.

In this position you will be working alongside technical investigation experts and you will manage customer questions and complaints escalated to your team.

 

Position Summary:

  • Within a GCS/CSI department, manage and coordinate the end to end investigation following a technical complaint and have accountability for the investigation.
  • Provide an effective level of support (troubleshooting, answers to questions…) to subsidiaries and distributors in order to ensure the customer’s complete satisfaction.


Main Accountabilities:

  • Drive simple situations requiring end-to-end solutions with direct impact on operational and/or financial and/or human and/or customer satisfaction.
  • Participate in meetings related to complaints and work closely with other departments ( R&D, SE&S, Production Site, site QA…).
  • Help the IU and site team prepare for the audits.
  • Contribute to the design of support tools for subs/distributors to use in the support of customers(troubleshooting, guide, FAQ…).
  • Contribute to continuous improvements to the current products
  • Provide feedback on product/service issues to R&D, manufacturing and the PMO team
  • Answer subsidiaries / distributor needs in a professional and timely manner and manage effective technical solutions in order to ensure the customer’s complete satisfaction. Promote the technical voice of the customers to the GCS PMO representative in order to optimize bioMérieux’s commercial success and profitability.
  • Track/report the status of investigations and escalate concerns to management in a timely manner and make decision/action plans for resolution.


Studies and Experience:

  • Bachelor or 10 + years of expereience in related field of expertise (i.e., AS-biology, SE-engineering, IT-computer/networking, Service-education, etc.).

 

Skills and Qualifications:

  • Committed to customer and to service with a sense of urgency and accountability
  • Works cross funtionally within a global setting.
  • Dynamic learner
  • Team player
  • Availability to travel (10 to 20%)

 

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].

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).

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