Global Application Specialist BioFire

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For more than 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.

We are looking for a Global Application Specialist (BIOFIRE) who will serves as a product expert to provide L2 applications and technical support to subsidiaries/distributors and internal teams for the BIOFIRE diagnostic test systems including but not limited to training, troubleshooting, and consultation.

He manages the escalated complaint handling process to ensure the timely, accurate resolution of questions, complaints, suggestions and coordinate efforts with other internal and field support teams to provide world-class support for all customers. He creates and leads projects as assigned by management and lead in the design and development of training materials (applications and departmental), and promotes teamwork and cooperation, removes barriers to productivity, creates an enthusiastic/positive work environment.

What will be your main duties ?

• Provide second level support to subsidiaries, distributors, and other internal teams for BIOFIRE complaints, questions, or suggestions. Provide world class customer support with consistent follow up, deliver product education, troubleshooting, and resolutions to ensure customer satisfaction.
• Support subsidiaries and distributors with additional education and technical assistance as needed or as BIOFIRE product enhancements are launched that require additional training or implementation.
• Design, create, and present product applications training to new and existing BioMerieux employees, subsidiaries, and distributors.
• Update Customer Support knowledge base and frequently asked questions (FAQ).
• Create tools for subsidiaries and distributors to support customers and optimize local services (Troubleshooting Guide, Service Launch File, etc).
• Act as team representative on project teams and support new product/service lines by ensuring required actions and deliverables are completed on time; contributing to all project team decisions and implementation; representing the technical voice of the customer; proposing quality improvements; being part of design reviews; sharing project team decisions and information with the applications team; and escalating deviances and action plans.
• Work closely with the Regulatory, Quality, and Post Market Surveillance teams in providing feedback regarding the overall customer experience including failure trends.

Your background :

A minimum of a bachelor's degree in biology is required, with at least 3 years of professional experience in molecular biology, microbiology, or clinical laboratory work. Ideally, 1 to 3 years of experience in a customer service role is preferred. Good knowledge of clinical diagnostics specializing in molecular biology is necessary. Familiarity with BioFire products is a plus.

Who are you ?

• Committed to customer and to service with a sense of urgency and accountability.

• Cross cultural flexibility
• Dynamic learner
• Team player
• Sense of autonomy and (self-)discipline
• Ability to analyze, recommend, and challenge proposals to create the most effective solutions.
• Strong written and oral communication
• Good organizational skills/ability to multi-task
• Agility and capacity to work under pressure and in a moving and challenging environment.
• Proficiency in both oral and written English. Additional language is a plus.

Location : Grenoble or Marcy l’Etoile (France)

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.