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Global Customer Service Field Specialist

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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.

As part of the Follow the Sun support structure, you serve as industry SME on impacted product ranges. Provide technical support, troubleshooting, and consultation to customers in order to optimize bioMérieux commercial success and profitability within the marketplace. Participate and contribute to project teams & support industry products. Provide regional Field and Global remote support to industry Customers in the Americas. This will be a remote position with frequent (potentially last-minute) travel to East and West Coast customers.

Primary Dutires:

  • Regional service support on bioMérieux systems:
    • Provide remote support, troubleshooting by using digital solutions at your disposal (Vilink or Remote Video Services) to assist our trained customers on their service duties.
    • When required, act as a field resource for the ranges that you are supporting through on-site visit(to be delivered within 48h max from initial customer call).
    • Provide information to the local sales and marketing teams to manage customer satisfaction follow up, track customer spare parts consumption analysis if appliable and inform local customer service when required.
    • Manage you schedule in coordination with your back up to ensure customer support coverage
  • Regional service support on bioMérieux systems:
    • Be the voice of the field & escalate to the GiCS (Global Industry Customer Service) on a timely manner when the technical situation required.
    • Active participation on the Follow the Sun community (group of worldwide range experts) with proactive sharing of experiences, assisting to the periodic remote and physical workshop.
    • Regular visit with the Core Team to get inducted in the product life management and maintain a high level of knowledges
  • Ensure the Customer satisfaction by:
    • Supporting their requests with a high reactivity and quality by phone
      • Support the customer agents to troubleshoot, diagnose and repair their systems through remote or on-site assistance.
      • Advise our customers on the best way to use the system and sharing them periodic service analysis (KPI, uptime etc)
      • Manage the customer report of its assigned area by register it into CRM
      • Ensure the traceability of the service delivery

Studies and Experience:

  • Bachelor/ Master’s degree in engineering (electronic computer/biotechnology) with 3-5 years’ experience

 

Skills and Qualifications:

  • Customer and solution oriented 
  • Organized, rigorous and autonomous 
  • Good communication/ presentation skills 

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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