System Specialist (Hotline) - Biomedical Devices

A 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 44 countries and serves more than 160 countries with the support of a large network of distributors. Its corporate headquarters are located in Marcy l’Étoile, near Lyon, in France.

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

Our Company offers numerous opportunities for professional development. You want to  help save lives across the globe? Join the 12,000 employees of bioMérieux!

Location: Montreal, Quebec

Primary Purpose and Overall Objective of the Job:

Provide technical support to internal and external customers on diagnostic test systems marketed by bioMérieux. The System Specialist promotes teamwork and cooperation, removes barriers to productivity, and creates an enthusiastic, positive work environment. Be a member of a high quality team of  application and system specialists that will promote the service image, reputation and customer satisfaction necessary to support sales goals and objectives.

Main Accountabilities:

• Complaint handling in compliance with corporate procedures
• Ensuring customer satisfaction by providing excellent phone and email support
• Recognizing that the hotline is an integral part of the Customer Service department and as such will require close collaboration with the Field Service Representatives (FSR) and Technical Manager
• Supporting 4 time zones across Canada
• Participating in meetings and new product launch
• Conducting trainings for internal and external customers when required
• Supporting the launch of new products
• Acquiring knowledge of highly specialized products

Typical Studies-Experience, Skills and Qualifications:

• Studies – Experience :
  • A university degree or college diploma in biomedical engineering, electronics, electrical engineering, or related field
  • 3 years of troubleshooting experience in biomedical,  electrical, electronic or computer systems 
  • Computer skills is an asset including but not limited to MS Office Suite tools and CRM (Salesforce)
• Skills and Qualifications :
  • Biotechnology/Electronics/IT
  • Knowledge of Canadian healthcare system
  • Excellent communication skills (fluent in French and English)
  • Customer service acumen / teamwork orientated
  • Meticulous and well-organized
  • Strong analytical and time management skills
  • Ability to work in a fast-paced team environment

Working at bioMérieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment.

Our internal mobility policy offers numerous opportunities for each of our 12 000 employees to blossom throughout their career, while respecting each employee’s individual talents as well as their personal and professional development.

At bioMérieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

Helping improve public health around in the world : our mission gives purpose to every profession practiced within the company.

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA