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Location: Shanghai, China
Position Type: Fixed-Term
Job Function: Customer Service


The ASPAC Customer Service Team is seeking Sr. Application Specialist who provides expert support in ASPAC Microbiology, Immunology and Molecular biology. This includes Remote/ On Site troubleshooting and monitoring of proper technical mgmt/ procedure set at global level with the ASPAC field service team. He/ She will also support the subsidiaries to train/ coach, monitor the technical skill performance for technical knowledge transfer for local sustainable model in the long run


•           Be the ambassador of ASPAC Customer Service image of bioMerieux

•           To support and help local subsidiaries to handle a good customer service and to also troubleshoot complicated and complex technical complaint.

•           Persistent exhibition of behaviors for customer centricity, build and engage customer relationship with the customers

•           Be the advocate and provide solution/ product feedback based on subs/ customers’ voice to the Global Team for future improvement

•           Work and collaborate closely with the Global Expert and Investigation Unit and provide proposal/ suggestion for improvement of service procedure and field efficiency in ASPAC

•           Will be groomed and trained in future for added secondary responsibilities to support and facilitate:

o          Training to the local team to grow/ improve their technical skills

o          The ability to identify technical skill gap within the local service team– both soft and hard skill and develop/ facilitate training and coaching program with the support of GCS'

(Global Customer Service) which include i) create, develop and update training path, ii) Train, qualify and monitor local/Hubs trainers.

•           Provide on-site/ remote troubleshooting with the subs application specialist team

•           Provide remedial or propose solution to resolve technical complaint or issues for reagents and applications

•           Contribute to develop innovative service tools by supporting the service transformation and guide the subs in the adoption of those services like digital approach,

•           Contribute to system and technical documentation validation. This will includes quarterly report of technical delivery and quality with the sub

•           Define and set training plan strategy,

•           Work closely with the project team, R&D, marketing, regulatory to help them to continuously improved our products or services and to increase our service value in launching new products or updating system.

•           Provide support and monitor field service in accordance to global standardization for consistent service quality and delivery

•           Attend appication/ any certification trainings as needed

•           Presentation/ explanation of engineering services to customers as part of the support to the subsidiaries, if required




·       BSc or MSc Degree or equivalent in Microbiology

·       Technical Knowledge on several ranges of product / System /Solutions, be THE referent on at least two ranges of products.

·       Minimum 5-7 years' experience in related function or industry.

·       Qualified trainer and training designer. Analytical and synthesis capabilities. Basic knowledge on cost and profitability for Support activity.

·       Committed to customers and to service with sense of urgency. Sense of autonomy and self-discipline, with cross cultural flexibility.

·       Dynamic learner and team player with strong sense of responsibility for coaching others and facilitating the integration of new comers. Able to analyze, recommend, and challenge proposals to create most effective solutions.

·       Strong ability to make decisions or give business-based recommendations, and present topics to senior management or project team meetings.

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