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Global Software Technical Engineer

Location: Saint Louis, 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.

bioMerieux has a position open for a Global Hardware/Software Technical Engineer to be based in St Louis, US.

Within the Global Industry Customer Service (GiCS), the Technical Support Engineer is responsible of Complaint Handling Process. It includes the management, the coordination and the accountability of the end to end investigation. You will be responsible, as Global Hardware/Software Technical Engineer, to the management of all requests from our subsidiaries/distributors.

 You have to demonstrate leadership capabilities to contribute to improve the satisfaction of our end industry customers.

 What will be your responsibilities?

 

  • Provide technical support to subsidiaries and distributors on 3 specific ranges intended for Industry Pharmaceutical Customers : VITEK 2 Compact (hardware and software point of views), BACT/ALERT (hardware point of view) and MYLA (connectivity point of view).
  • Be responsible and lead the investigations of concerned range of products
  • Contributes to action plans for critical situations and or contribute to task force
  • Coordinate with various cross-functional teams within the organization including QA, Manufacturing, Supply Chain and R&D to investigate incoming enquiries from our subsidiaries and distributors.
  • Track/report the status of investigations and escalate concerns to management in a timely manner and make decision/action plans for resolution.
  • Perform complaint trend analysis and prepare reports for other departments.
  • Provide feedback on product/service issues to R&D, manufacturing and main other range stakeholders.
  • Contribute to the design of support tools for subs/distributors to use in the support of customers (troubleshooting, guide, FAQ…).
  • Coach subsidiaries/distributors on support desks activities and troubleshooting at customer sites or remotely if necessary.
  • Be the referent in case of audit and lead the audit preparation – 1st line of contact in case of audit.

 Who are you?

  • Bachelor’s degree in engineering (i.e. General engineering, SE-Engineering, Biomedical engineering, mechanical engineering, etc.) is preferred OR Associates Degree with 3-5 years relevant experience is similar position (e.g. Technical support, Field service engineer, Validation engineer...)
  • Good communication skills, good team spirit, analysis and synthesis
  • Must possess good technical writing skills for drafting investigation reports, customer letter and other communications
  • You are recognized for your leadership, and your ability to convince and gain buy-in.
  • Committed to customer and to service with a sense of urgency and accountability.
  • Exposure to Quality and Manufacturing field required with knowledge of root-cause investigations, implementation of CAPA
  • Knowledge in ERP functioning and reporting tools (SAP, CRM…)
  • Must be proficient in Microsoft Office tools
  • High sense of autonomy and interdependence
  • Cross cultural flexibility
  • French language is a plus

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).

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