Global Application and Lab Efficiency Specialist

World leader in the field of in vitro diagnostics for over 55 years, bioMérieux conceives, develops, produces and markets diagnostics solutions (systems, reagents, software and services) intended for clinical and industrial applications, which determine the origin of a disease or a contamination to improve the health of patients and insure consumer safety.

bioMérieux is present in 43 countries and services more than 160 countries with the support of a large network of distributors. Its corporate headquarters are located in Marcy l’Etoile, near Lyon, in France.

Joining bioMérieux, is choosing to join an innovative company with a long term vision, committed to the service of public health and carried out with a humanistic corporate culture.

We look for candidates whose motivation is to invest in themselves, in the projects of the future, and to participate in a collective adventure led by a pioneering spirit.

We have the commitment to offer our collaborators a working environment which encourages team spirit, with priority given to training and development with international career opportunities.

Our Group offers numerous possibilities: so come and join the more than 13.000 bioMérieux employees who have already identified with these values!

Within the Global industry Customer Service (GiCS) department, acting as a Global Application and Lab efficiency Specialist you will be at the forefront of delivering to Strategic and Key Pharmaceutical accounts a premium technical support and consultancy for a new product range dedicated to automation of environmental monitoring.

You will provide support to customers and to bioMerieux sales, manage solution-oriented consultative trainings and organise troubleshooting / complaint handling for product lines under your responsibility having the customer satisfaction as your first priority.

Working as a technical expert in close contact with customers, you will be in charge of ensuring revenue generating implementation activities such as but not limited to workflows assessments, support to risk analysis, support to validation and system qualification.

Your main accountabilities as a Global Application and Lab efficiency specialist are :

1) Integration of bioMerieux diagnostic products at new or existing customer facilities

• Provide best in class technical support to Strategic and Key Account manager for pre-sales activities
• Provide premium technical support to end users to assure a proper and smooth usage of bioMérieux products
• Execute training and implementation plan with customers
• Facilitate intradepartmental communication to optimize testing solutions within institution
• Optimize book-to-live process

2) Assist the Global Project manager in charge of the Implementation at customer for all biological and workflow related aspects during the pre-sales activities, implementation and handover to support teams, being accountable for scope, timeline, strategy and compliance.

3) Provide consultative solutions for clients and prospects

• Assess clients’ business objectives and constraints
• Ensure current workflow assessment, provide recommendations for optimizing the future workflow and implement it
• Provide support to selection of devices, accessories and test kit selections
• Co-animate the risk analysis with the customer together and provide support
• Ensure instrument qualification including Performance Qualification execution on-site and support the customer validation activities

4) Assure customer satisfaction and report client feedback

• Troubleshoot process and product issues and manage potential complaints according to Global Industry Customer Service rules and procedures including a full CRM usage
• Assure a level one support for the solution during the implementation phase at customer and a level two support after the go-live, supporting subsidiaries activities
• Design and coordinate solutions for client : drive investigation process, review test results, request further investigations and deliver information and feedback to customers
• Perform laboratory testing (e.g. surveys, inquiries, training material protocol preparations)
• Provide evaluation support for product comparisons
• Report client satisfaction and needs

5) Create new revenue opportunities

• Capitalize on relationship opportunities for cross selling reagent or service opportunities
• Facilitate adoption of bioMérieux products and services through product proof of concept at customer site, or technical evaluations
• Work with client to increase percent of spending, client satisfaction, retention and testimonials

6) Represent the Global Organization internally and externally for the considered range of product

• Provide the deliverables you are responsible for (Implementation strategy, documentation, training, FAQ, video tutorial, e-learning, Qualification Protocol, customer training kit, Service Launch File...) and contribute to their continuous improvement (digitization)
• Facilitate the skills development and assure knowledge transfer to subsidiaries/distributors/customers
• Evaluate the quality of the training program and the skills level of the trainees
• Provide advanced remote and on-site field support to subsidiaries/distributors/customers
• Contribute to action plans for critical situations and/or working groups
• Perform delocalized trainings

You will integrate a matrix management organization, demonstrate a great autonomy while having a team spirit and effective reporting. As a representative of the Global organization, your leadership and strength of proposal are an asset to fully achieve your missions with your interlocutors whether at Global, subsidiaries, distributors or customers.

As the front head of bioMérieux during the Implementation phases with our customers and suppliers, strong communication skills and adaptability are mandatory.

You are at ease and motivated by Implementation activities but you are also able to take in charge side activities linked to your project or to represent your department in Global Internal Projects when needed.

High domestic travel rate is not a problem for you but is not your main motivation as travelling activity might vary depending on the business needs. You are able to assure about 60% of your time out of home per year with possibilities of some very rare consecutive weeks depending on both location and customer requirements.

The position is compulsorily based in United States of America  within the Global Industry Customer Service team with a direct report to the Global Implementation Director Environmental Monitoring Solutions. Home based can be considered. Proximity of a bioMerieux site as a strong advantage. USA East coast as a plus. Major international Airport nearby as a need.

Studies - Experience

• Bachelor or Master degree in Microbiology, life science or other technical field

Minimum of 2 years previous experience servicing bioMérieux Pharmaceutical range or minimum of 5 years equivalent experience servicing as an Application Specialist within a Pharma environment in a customer facing position

Skills - Qualifications

• Strong skills in Pharmaceutical conventional microbiology, regulations and validation/qualification

• General knowledge about technologies in microbiology

• Ability to explain, teach and implement bioMérieux products and solutions

• Highly focussed customer orientation

• Strong communication skills (external at customer/ internal) and trainer skills

• Autonomy and responsiveness

• Project management and sense of priorities

• You enjoy working in an environment where interaction with multidisciplinary teams is key.

• Good knowledge about reporting tools incl CRM

• French language as an advantage