Global System Engineer - Investigation Leader - W/M

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.

Our Global Customer Service department are looking for a Global System Engineer - Investigation Leader under a permanent contract who will work and grow within the Microbiology Investigation Unit. You will report to the Manager of the within a team of 14 co-workers.

What will be your mission ?

You will be responsible for the full processing and investigation of every complaint/issue related to our microbiology automation systems

• Provide technical support from a system perspective to address complaints and issues raised by local customer service (subsidiaries/distributors), by providing effective technical solutions

• Lead investigations

  • Evaluate and decide on the opening of the investigation

  • Coordinate the investigation by leading meetings with the different experts of the internal teams: R&D, production site, Quality Assurance etc

  • Document the complaint and the investigation into our systems (Salesforce and TrackWise Digital)

  • Write the response to the customer

  • Assess the need to escalate the investigation

• Prepare audits to présent investigations

• Develop tools to help subsidiaries/distributors support their customers (troubleshooting tool, guides, FAQ ....),

• Contribute to the continuous improvement of products and provide feedback to internal teams (e.g. R&D, production site, QA etc)

• Have a permanent concern for the improvement of the time to response to customers, in order to ensure their complete satisfaction

Who are you ?

• Graduate degree specialising in engineering, electronics or mechanics

• Minimum 3 years of experience on complex systems requiring advanced technical skills (mechanics, electronics, fluids,...)

• A thorough knowledge of microbiology is a plus

• You are recognised for your interpersonal skills, your ability to convince and federate

• You are rigorous, autonomous and reactive

• You enjoy working in an environment with daily interactions with multidisciplinary teams

• You have a fluent in English. Fluency in another language is a plus.

• Position based in La Balme les Grottes, France

• Some business travel (France and abroad) is to be expected (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.