Global Customer Service Instrument and Software Engineer

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux provides diagnostic solutions that detect disease and contamination to improve patient health and ensure consumer safety. bioMérieux’s global headquarters is located in Marcy L’Étoile, France, and we have more than 11,200 team members in 44 countries. With our distributor network, we serve more than 160 countries. bioMérieux, Inc. sponsors public health initiatives and partnerships to address antimicrobial resistance, sepsis awareness, food safety, and consumer health. Our passionate team members recognize the power of diagnostics and rally behind our mission to help save lives.

The Global Investigation Unit team in Saint-Louis provides advanced troubleshooting and support expertize to bioMérieux subsidiaries and affiliates and root cause investigations to customer complaints for VITEK 2 Systems. Our in-depth root cause investigations provide the information necessary to continuously improve our products and assure patient safety.

In this position you will be working alongside technical investigation experts and you will manage customer questions and complaints escalated to your team.

Position Summary:

• Within a GCS/CSI department, manage and coordinate the end to end investigation following a technical complaint and have accountability for the investigation.
• Provide an effective level of support (troubleshooting, answers to questions…) to subsidiaries and distributors in order to ensure the customer’s complete satisfaction.

Main Accountabilities:

• Drive simple situations requiring end-to-end solutions with direct impact on operational and/or financial and/or human and/or customer satisfaction.
• Participate in meetings related to complaints and work closely with other departments ( R&D, SE&S, Production Site, site QA…).
• Help the IU and site team prepare for the audits.
• Contribute to the design of support tools for subs/distributors to use in the support of customers(troubleshooting, guide, FAQ…).
• Contribute to continuous improvements to the current products
• Provide feedback on product/service issues to R&D, manufacturing and the PMO team
• Answer subsidiaries / distributor needs in a professional and timely manner and manage effective technical solutions in order to ensure the customer’s complete satisfaction. Promote the technical voice of the customers to the GCS PMO representative in order to optimize bioMérieux’s commercial success and profitability.
• Track/report the status of investigations and escalate concerns to management in a timely manner and make decision/action plans for resolution.

Studies and Experience:

• Bachelor or equivalent in related field of expertise (i.e., AS-biology, SE-engineering, IT-computer/networking, Service-education, etc.) and less than 2 years’ experience in Global or Regional function.

Skills and Qualifications:

• Committed to customer and to service with a sense of urgency and accountability.
• Cross cultural flexibility.
• Dynamic learner.
• Team player.
• Availability to travel (10 to 20%).

Joining bioMérieux, is choosing to join an innovative company with a long term vision, committed to the service of public health and carried out with a humanistic corporate culture. Our Group offers numerous possibilities: so come and join the 11,200 bioMérieux team members who already identify with these values!

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

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