Regional CS Specialist
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.
The primary objective of the Regional Customer Service Specialist is to serve as SME, developing capabilities for local Industry Customer Support. Provide technical support, training, troubleshooting, and consultation to internal and external customers in order to optimize bioMérieux commercial success and profitability within the marketplace. Participate and contribute to project teams & support current products. Provide remote support to subsidiaries.
Main Accountabilities:
Participate and Contribute to Project Teams & Support Current Products
- Provide remote and on-site field expertise to the local teams, including select customer visits (pre-sales, installation, training & repair)
- Develop or enhance capability to provide direct remote/phone & field support to selected Strategic & Key customers
- Develop and track assessments and analyses for customer requests, identifying recurring issues and coaching local teams on how to handle them
- Coordinate successful and timely completion of Field Actions and some Customer communications (Info, MAR, FCA, FSCA) for the Americas region.
- Develop programs to assist Sales and Marketing organization for key initiatives, including launch preparedness.
- Assist in resolution of local or regional customer issues including coordination with local and global GiCS or GCS
- Contribute product specific expertise as an SME for Gene-up and Dcount range, and additional ranges as designated by Manager
- Represent the region on project teams and complete all regional deliverables on time.
- Participate in training and service launch plans and report important activities, issues, and deviances to project leader and to the GCS transversal teams.
- Provide periodic supplemental training to Level 1 and the FAS or FSE team
- Share project team decisions and information to the all regional team members working for the product, service, or solution range and to the product's Transversal Manager/Core Team Member.
- Contribute to all project team decisions representing the voice of the customer.
- Contribute to continuous improvements to the current products including updates to training materials and tools, etc.
- Contribute and represent Regional Hub during Design Review Design, Develop and Facilitate Training
- Animate the defined training actions at: the Training Centers, remotely via distance learning, or locally with the subsidiaries to optimize bioMérieux employee competencies.
- Manage localized training including logistics with local support teams.
Remote Field Support
- Support subsidiaries remotely via phone, ViLINK, etc. or locally (training, installation, advanced troubleshooting, etc.) on several product/solutions/services ranges.
- Follow-up with subsidiaries after the first installations. Organize regular subsidiary meetings when necessary.
- Provide corrective feedback/product improvement to R&D and Manufacturing departments.
- Develop an expert network to exchange information with customers /clients.
- Lead task force. Level 1 missions + Advanced troubleshooting, Data collection for R&D + contribute and participate to the Task Force in case of specific support is required in a specific area (delocalized).
- Lead the Check and Sell. Contribute to Service Development
- Execute service development and updates
- Contribute to new service launches & support. 1 & 2 for all (AS/IT/SE/Service)
- Remote/ delocalized field support to ensure service launch
Typical Studies-Experience, Skills and Qualifications:
Studies-Experience:
- Bachelors Degree in area of expertise (i.e., AS-biology, SE-engineering, IT-computer/networking, Service-education, etc.) Minimum of three years previous experience servicing bioMérieux systems or minimum five years equivalent experience servicing biomedical systems
- 3 - 5 years’ experience in related department or industry with specific focus in bioMerieux Gene-up products
Skills and Qualifications:
- Strong communication skills
- Good teaching skills to facilitate training sessions
- Good time management and prioritization skills
- Proper sense of urgency to deliver commitments on time
- Excellent understanding of educational process in order to build training content
- Excellent technical knowledge on several products or system or solution
- Good presentation skills in order to present topics at a senior management or project team meeting
- Polished interpersonal and diplomacy skills with customers and teamCreative problem solving
- Decision making ability
- Project management and organization
- Ability to interface with all level and functions
- Ability to work and travel internationally especially in Americas Region
- Proficient computer skills.
- Multilingual capabilities including Spanish, Portuguese and/or French preferred
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).
