Location: Marcy l'Etoile, France
Position Type: Unfixed Term
Job Function: Customer Service
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 human-centered corporate culture.
Our Company offers numerous opportunities for professional development. You want to help save lives across the globe? Join the 13,000 employees of bioMérieux!
The job at the global Customer Service as Specialist Engineer is to provide effective support, training & coaching to bioMérieux subsidiaries and distributors and to promote technical voice of customers for product development in order to optimize bioMérieux’s commercial success and profitability within the marketplace.
In Expert Unit Microbiology department, you will be in charge of our ID/AST systems such as VITEK 2 and VITEK MS.
What will be your mission at bioMérieux ?
Provides second level emergency support to subsidiaries and distributors for complaints, questions or suggestions
Provides field support
Contributes to action plans for critical situations and or contribute to task force
Facilitates learning plan including training & coaching for subs & distributors to deliver services at customer site
Assess quality of training program and proficiency level of trainees
Contributes to the design and development of tools for subs and distributors to support customers and optimize local services (service launch file, parts pictorials, troubleshooting guide, FAQ, etc...)
Executes CS actions required by the project teams (as example review service manuals and update procedures, etc.)
Provides feedback on product/service improvement to GCS PMO
Creates and updates training modules following CS processes
Creates digital and distance learning content
Creates & facilitates a customized learning plan for subs as needed
Manages delocalized training
Participates and Contributes to strategic Projects and meetings with key stakeholders (R&D, SE&S, Quality, etc.)
Contributes to continuous improvements to the current products / services, training materials and service tools, etc.
Who are you?
Bachelor degree electrical engineering or mechanical engineering
A minimum of 10 years’ experience as Field Service Engineer is required for this position
English and south Slavic languages mandatory
Proficiency in biology or previous experience as Application Specialist are pluses
You have a good understanding of laboratories and hospitals; you have knowledge about bioMérieux’ microbiology products.
Experience in Customer Service with central Europe distributors network highly recommended.
Committed to customer and to service with a sense of urgency and accountability.
Cross cultural flexibility.
Dynamic learner and trainer/coach (hands on approach)
Creation and review of technical information (user manuals, specifications, etc.).
Training designer; both in-class and distance learnings using provided tools to create training content.
Autonomous and (self-)disciplined
Ability to analyze, recommend, and challenge proposals to create the most effective solutions.
Ability to understand and work through complex processes with an eye towards innovation and customer impact.
Have a system view approach (instrument/software/reagent) and become a referent of one product line.
Networking/IT knowledge a plus.
This role requires up to 40% travel.
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 13 000 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.