Field Service Representative - Quebec City

The ideal candidate will currently reside within an hour radius of Quebec City.

Primary Purpose and Overall Objective of the Job: 
Provide field technical support & service, including installation, preventive and curative maintenances, and field actions at all stages of bioMérieux instruments life cycle to secure and optimize lab operations.

Main Accountabilities:

• Perform preventive equipment maintenance and repairs as per the annual planning of the system, providing high-quality customer service experience.
• Install and de-install equipment at the customer's site.
• Inspect, test, and repair bioMérieux instruments and related equipment as per the manufacturers' specifications.
• Manage spare parts with compliance to bioMérieux processes.
• Maintain current instrument-based knowledge by studying/referring to technical manuals
• Attend training sessions (locally and globally) as planned with the National Field Service Manager.
• Collaborate with Customer Service colleagues to improve resolution rate and instrument up time.
• Commit to meeting the customers’ needs for phone support and on-site response times, during and after-hours working schedule.
• Conduct business in full compliance with bioMérieux quality & regulation processes. 
• Keep accurate and timely records of all service activities in CRM.
• Develop and retain business, strengthen customer relationship.
• Refer to the more senior FSRs for guidance and support as needed for demanding and complex situations
• Autonomously accomplish simple to complex accountabilities as described above.
• Support and act as a technical expert in partnership with the CS teams (Hotline, FASs, FSRs).
• Handle and resolve technical escalations from the FSRs and the Hotline.
• Contribute to special projects as assigned by the National Field Service Manager.
   

Typical Studies-Experience, Skills and Qualifications:

• Studies-Experience:
  • Bachelor of engineering (biomedical, electronics, computer sciences, biotechnology) or equivalent with 5+ years of related experience.
• Skills and Qualifications:
  • Strong communication skills in English and French required
  • Customer and solution oriented.
  • Organized, rigorous and autonomous.
  • Good communication/ presentation skills.
  • Ability to handle CRM (daily functions and running reports as required).
  • Ability to work independently & as a team player.
  • Efficient territory and time management.
  • Experience with implementing connectivity and IT solutions (connection to LIS, data management solutions, etc.).
  • Self-initiative and proactive customer support