Customer Support Specialist

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.

The primary purpose of this role is to: 

• Provide the customers with a high quality level of service and trust in order to further develop the company's image
• Contribute to a profitable customer service, as well as the development of sales (equipment, reagents, services) in partnership with the sales and marketing teams.
• Serve customers by managing the customer request for support and support in the organization of Field Service Engineers interventions

The main accountabilities for this role are:

• Helpdesk : Advise, guide and provide the necessary support to customers who contact the Helpdesk (phone, emails, etc). Guarantee an effective answer and follow-up from the first customer contact, with the aim to fix the issue before triggering an intervention at customer site. Record, analyze and deal with customer complaints and questions.
• Organization & Coordination of FSE activities: Support in the organization and prioritization of Field service engineer interventions in order to meet the conditions mentioned in service contracts and support key performance indicators.
• Processes/QA : take in charge the implementation and the description of processes for SE Helpdesk ,Workshop and Field activities in partnership of the QA department.
• Tool implementation : Be the referent to implement new tools related to SE Helpdesk ,Workshop and Field activities (SAP, CRM etc…)
• Field : Some limited travel might be required based on business needs.  If needed, install, maintain and repair instruments distributed by bioMerieux at customer sites.
• IT support function : Be able to help and act as support specialist for IT & LIS connections and implementing the ViLINK development for remote services.
• Continuous improvement : Analyze documents, tools, processes, organization to make proposals for improving the quality and image of the service, as well as optimize its profitability.

The skills and qualifications you should have to be successful in this role:

• Master degree in technical domain such as electronic, networking and strong experience with lab systems connectivity and LIS -interfaces.   
• Skills and qualification : Communicative, didactic, flexible, reactive, organized, structured, team player, take initiatives, autonomous, high affinity with IT topics.
• Fluent in English and minimum mother tongue level in one of the Nordic languages, Swedish preferred
• Driving license mandatory

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.