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National FAS Manager

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

Primary Purpose and Overall Objective of the Job:

The key to this role is to support our customers.  The FAS manager is a team coach and leader who ensures efficiency and optimal performance from their Field-based team. This position provides for management of the effective and efficient implementation of bioMérieux’s product lines. Coordinated efforts with other cross-functional departments to provide world-class customer service, training and support through the promotion of teamwork and cooperation, removal of barriers to productivity, creation of a positive work environment and leadership by example.   Building and maintaining customer relationships, understand their needs, to retain current business and build on new opportunities.


Main Accountabilities:  

  • Ensure applications support, training, troubleshooting and consultation to internal and external customers of bioMérieux. 
  • Optimize team resources: exceed customer expectations, ensure allocation of resources vs. customer support needs, work with team to provide guidance on optimizing work schedules
  • Empower team to independently comply with regulatory and procedural requirements (while holding them accountable) 
  • Active coaching, mentoring and motivation of the team members.
  • Strong presence in the field to build and maintain customer relationship and understand their needs and reality
  • Assess and identify training and development needs and ensure adequate support coverage for our customer base, expertise level maintenance as well as supporting employees growth and development. 
  • Support team to meet and exceed daily goals that are tracked via CRM against Key Performance Indicators Manages team member’s performance


Studies-Experience, Skills and Qualifications:

  • Studies-Experience:
    • 3 to 5 years minimum of relevant experience in field based team management 
    • Bachelor's degree in medical technology, microbiology, molecular biology or related field
    • Minimum of three years of laboratory experience, preferred
    • Proficient with Microsoft Office Suites and a CRM
    • Experience and knowledge of bioMerieux products an asset
  • Skills and Qualifications:
    • Exceptional teamwork and collaboration skills
    • Excellent written and oral communication skills, in both French and English
    • Strong organizational and time management skills, ability to travel on a regular basis
    • Exhibit sound decision-making ability, including problem resolution and achieving customer expectations.
    • Demonstrate exceptional leadership, coaching and mentoring skills, able to work independently, effectively multitask to meet deadlines and competing priorities in a fast paced environment.


Quantitative Dimensions, Typical Performance Indicators:

  • Scope and Resources Accountability: Manage country activities of field application specialists located across the country.
  • Financial Indicators (revenue, budget, etc.): OPEX budget control.
  • Key Performance Indicators (KPIs): Effective and efficient installation, training and support of bioMérieux’s diagnostic product lines, optimize team schedule to favor time in front of customers.
  • Key Contacts (internal / external) and Interfaces: Technical support management, local and regional technical support teams, sales and marketing, customers


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