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MICROBIOLOGY FIELD APPLICATION & TECHNICAL SUPPORT SPECIALIST_ Ourense

Location: Madrid, Spain
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 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

 

 

 

As Microbiology Field Application & technical support specialist you will provide the effective and efficient technical & service support, customer training, troubleshooting and consultation to internal and external customers for the implementation and maintenance of the systems marketed by bioMérieux and the reagents consumption and coordinate efforts with other cross-functional departments to provide world-class customer service and support through the promotion of teamwork and cooperation spirit.

 

What will be your mission? 

  • Coordinate and provide technical ongoing support to bioMérieux systems and reagents: pre-installation, technical installation, configurations, connections, training on customer site mainly to microbiology lab automation bioMérieux solution (Wasp, WASPLAB, VITEK, VIRTUO, MYLA).
  • Identify internal and external customer training needs, evaluation of proposed solutions, development of documentation and implementation plans, and successful execution based on established timelines. Answer internal and external customer inquiries and ensure documentation in CRM; consulting as appropriate with Application Specialists Network, System Engineers, Management, Global Customer Support and Customer Complaint Management Center; being the interface between customers, Quality & Regulatory Affairs Managers  and Authorities concerning vigilance processes (FSCA, FCA…) ensuring the follow up and documentation of these processes.
  • Organize the activity: preventive and curative maintenance, field actions, updates, response time, administrative management (field reports memo, business expenses, agenda, activity reports…).
  • Manage spare parts inventory in accordance with the recommendation. Provide consistent follow up of the Installed Base to ensure customer satisfaction and meet minimum key performance indicators.
  • Being a technical referent on his/her product ranges for customers/local/global, works closely together with GCS and sometimes with R&D, and being identified as a key expert on his/her area.
  • Able to contribute actively to the organization of Symposium or Customers Workshop (part of the Service offer), having a network of KOL
  • Monitor the profitability of each solution/systems working closely together with the Account Team, and propose concrete actions related to support to increase the profitability (technical support, trainings...).
  • Bring technical support to colleagues on systems on which he/she has experience and competence.
  • Be aware and comply with the Company's Quality & Health, Environment and Safety Policy.

 

Who are you? 

 

  • Bachelor’s Degree in technical or life science field, Medical Technology, Biomedical engineering or similar.
  • 3-5 years’ experience in Customer Service, Sales, Application and Training operations, workflow analysis at customer labs.
  • Advanced Technical expertise, good learner, leadership, customer & business oriented, empathy, teamwork with Global and local, knowledge on accreditation when relevant for the market, English language, flexibility and availability.
  • Proficient in Windows OS, MS Office programs.
  • Excellent interpersonal and communication skills, both written and oral.
  • Ability to train peers and/or newcomers in his/her area of expertise.
  • Ability to run users’ sessions (ie Continuous improvement) upon the needs of the customers.

 

Residence in Ourense or possibility of geographic mobility.

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.

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