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Hotline AS Representative

This job posting is no longer active.

Location: St Laurent, Canada
Position Type: Unfixed Term

Primary Purpose and Overall Objective of the Job:

Provide remote technical support, training if necessary, troubleshooting, and consultation to internal and external customers on diagnostic test systems marketed by bioMérieux. Efforts are coordinated with System Specialists and the Hotline manager. The Application Specialist promotes teamwork and cooperation, removes barriers to productivity, and creates an enthusiastic, positive work climate.


Main Accountabilities:

  • Provide telephone support and troubleshooting to internal and external customers throughout Canada
  • Handles complaints per established guidelines to ensure compliance to ISO procedures and Health Canada regulations
  • Documents all customer interactions in ERP system (Salesforce CRM)
  • Develop knowledge in application of bioMérieux products
  • Communicate with Global Customer Service (GCS) for escalation and investigation
  • Provide consistent follow up to ensure customer satisfaction and meet KPIs
  • Collaborate with the service team, QA/RA, marketing and sales departments
  • Conduct trainings for internal employees and external customers as required
  • Assist in product launches and marketing initiatives


Typical Studies-Experience, Skills and Qualifications:


  • Bachelor/ Master’s degree in microbiology or molecular biology
  • 3/5 years’ experience in clinical microbiology
  • Certified Medical Laboratory Technologist and / or member of relevent professional board         

       Skills and Qualifications:

  • Customer and solution oriented
  • Excellent written and communication skills in English and French
  • Previous experience in microbiology laboratory setting
  • Organized, meticulous and autonomous
  • Strong communication skills in French and English,  and ability to work in a multi-disciplinary team
  • Advanced computer knowledge (Microsoft Office)
  • Demonstrated teamwork and interpersonal skills
  • Knowledge of Salesforce CRM is an asset


Scope and Resources Accountability, Typical Performance Indicators:

Dimensions of the job :

  • Provide application and software support for all diagnostic test systems and products marketed by bioMérieux
  • Comply to ISO and Health Canada regulations
  • Support both Clinical and Industry customers
  • Ensure line coverage from 8h00 – 17h00 EST Monday to Friday
  • Occasional on site travel maybe required
  • Factory training is provided in Durham (North Carolina), St-Louis (Missouri) or Marcy (France)
  • Must have a valid passport



Scope and Resources Accountability:  Customer service, number and quality of cases handled, service contracts and training sessions

Additionnal information :  Office-based based position at the Canadian Subsidiary, St-Laurent, Montréal with occasional travelling as required

Key Performance Indicators (KPIs): Compliance to Complaint Handling Process (CHP)

Key Contacts (internal/external) and Interfaces:   All external and internal customers

Immediate supervisor title:  Technical Support Help Desk Manager (Hotline Manager)




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