Global Customer Service System Engineer
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.
Position Summary:
This job is to provide effective support, training & coaching to bioMérieux subsidiaries and distributors and to promote technical voice of customers for product development in order to optimize bioMérieux’s commercial success and profitability within the marketplace.
Primary Responsibilities:
- Provide technical knowledge of products, applications and service through the training and coaching of local customer service representatives.
- Represent the Global Customer Service Organization as a subject matter expert during technical congresses.
- Participate and contribute to strategic projects with key stakeholders (R&D, System Engineering and Support, Quality, etc.).
- Provide feedback on product/service improvements.
- Contributes to the design and development of tools/resources for subs and distributors to support customers and optimize local services.
- Provide second level emergency support to subsidiaries and distributors for complaints, questions or suggestions and contribute to action plans for critical situations.
- Create and update training modules and facilitate customized learning plans for subsidiaries as needed.
- Manage localized trainings.
- Execute customer service actions required by the project teams (review service manuals update procedures, etc.)
- Maintain mindset of continuous improvement of current products/services, training materials service tools, etc.
Studies and Experience:
- Bachelor’s degree (i.e. SE-Engineering, IT-Computer/Networking, Service-Education, etc.) is preferred OR Associates Degree (or equivalent) and relevant experience.
Skills and Qualifications:
- Demonstrated ability to support electro-mechanical, electronic, computer, and/or electrical systems and solve complex technical issues.
- Committed to customer and to service with a sense of urgency and accountability.
- Experience with IT/networking preferred.
- Training designer: both in-class and distance learnings with an eye towards innovation utilizing digital training software to create courses, videos, etc.
- Ability to operate in an organized manner in an autonomous work environment and self-disciplined.
- Ability to effectively communicate with internal and external customers.
- Strong cultural awareness.
- Flexible, takes initiatives, team player.
- Ability to analyze, recommend, and challenge proposals to create the most effective solution.
- Available to travel abroad for training/coaching purposes.
- Proficient in operation of Microsoft Windows and the Office Suite of products.
This role requires up to 40% travel.
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).
