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Help Desk Application Specialist Apprentice (Madrid)

Location: Madrid, Spain
Position Type: Apprentice
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 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!

 

 

 

As a Help Desk Application Specialist you will provide remote effective and efficient technical support technical support, including troubleshooting, customer training and field action completion to guarantee the best call rate & remote fix rate. Provide the customer with a level of service and trust developing the company's image. Contribute to the development of customer satisfaction and loyalty and contribute to service profitability. Identify, anticipate and act in order to avoid any disruption affecting customer and patients.

 

WHAT WILL BE YOUR MISSIONS AT BIOMÉRIEUX?

  • Serving as the first point of technical or administrative contact for customers facing problems related to hardware, software and network over the phone or email.
  • Answer internal/external customer simple inquiries per established guidelines, document the CRM (Customer Relationship Management) system according company standards and regulations.
  • Support the implementation of new systems by learning new products, develop documentation
  • Support troubleshooting analysis; plan the action response; follow up to ensure customer satisfaction and remote customer training      
  • Report all events in the CRM to guarantee traceability and customer complain tracking
  • Participate in revenue generation initiatives through promotion of value added projects and services depending on local strategy.
  • Cooperate with technical field team and share information across the organization
  • Build positive relationships with customers
  • Handle autonomously simple customers call and fields technical/corrective actions
  • Act as a referent in her/his field of expertise and occasionally train customers on site.
  • Support Application Specialist & System Engineer, Management, Global Customer Support, and Lab IT Support.
  • Support the implementation of processes for SE Helpdesk ,Workshop and Field activities in partnership of the QA/RA department.

 

WHO ARE YOU?

  • Technical degree or certification (health science or relevant field) with less than 1 year of experience
  • Desire to develop as a Field Service and/or Help Desk technician or other customer service support role
  • Motivated to work on the Healthcare area
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English, Spanish . Portuguese will be a plus
  • Driven License and Availability to travel for training purposes

 

Role based in Madrid with availability to travel throughout the Iberian peninsula and abroad for training or specific projects.

It is needed to accomplish the requirements for an Apprentice contract:

https://www.sepe.es/HomeSepe/empresas/Contratos-de-trabajo/contrato_en_practicas.html

 

 

 

 

 

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.

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