Associate System Engineer
This job posting is no longer active.
Location: Durham, United States
Position Type: Unfixed Term
Job Function: Customer Service
A world leader in the field of in vitro diagnostics for more than 60 years, bioMérieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety.
In North America we have more than 6,200 team members across 11 sites or subsidiaries, including Salt Lake City-based BioFire Diagnostics and one subsidiary in Montreal, Canada.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.
Primary Purpose and Overall Objective of the Job:
Provide technical support, training, troubleshooting, and consultation to internal and external customers for the diagnostic test systems marketed by bioMérieux. Utilize electrical/mechanical skills to provide instrument hardware and technical support for bioMérieux systems. Coordinate efforts with Application Specialists to provide world-class system support for all internal and external customers. A System Engineer promotes teamwork and cooperation, removes barriers to productivity, creates an enthusiastic/positive work environment.
Main Accountabilities:
- Prioritize answering customer inquiries, both internal and external, per established guideline and document in ERP system; consult as appropriate with Application Specialist, System Engineer, Management, Global Customer Support and Lab IT Specialist
- Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators
- Implement problem solving and troubleshooting techniques to resolve customer concerns raised during installation, operation, and maintenance events.
- Establish and maintain ERP certification.
- Learn bioMérieux products and procedures that are job specific, and assist with implementation of new products
- Learn and develop networking skills to provide connectivity support for our solutions
- Perform on-call duties as needed to provide 24-hour technical support to customers
Participate in revenue generation initiatives through promotion of value-added projects and services
Typical Studies-Experience, Skills and Qualifications:
Studies-Experience:
- Associate degree or technical school equivalent in Electronic Technology, Computer Science, or equivalent military training
- Minimum two years of experience with biomedical instruments (mechanical, electrical, vacuum, or laser systems); basic networking skills
- Experienced in resolving customer problems and providing a high level of customer satisfaction
Skills and Qualifications:
- Must be able to work independently, effectively multitask to meet deadlines and competing priorities in a fast-paced environment
- Demonstrate strong interpersonal and communication skills such as excellent verbal and written capabilities through previous experiences
- Exhibit good independent decision-making ability, including problem resolution
- Exhibit independent working practices and transferable skills that contribute to excellence in work ethic
Demonstrate ability to develop a working knowledge on multiple complex electrical systems
Scope and Resources Accountability, Typical Performance Indicators:
- Scope and Resources Accountability: Provide world class service to customers based in the U.S.; Accomplish annual organizational objectives
- Financial Indicators (revenue, budget, etc.): Departmental Revenue contributions and OPEX budget control
- Key Performance Indicators (KPIs): Customer Satisfaction, Service Level, Returned Calls, Call Closure Rate
Key Contacts (internal/external) and Interfaces: All necessary internal and external contacts needed to resolve customer questions or complaints
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).
