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Field Application Specialist

Location: Brussels, Belgium
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.

 

The Management Information Systems (IS) is fully involved in bioMérieux’s digital transformation strategy  worldwide. Our IS teams are in charge of key projects such as the global deployment of our Salesforce CRM solution, SAP and IoT (Internet of Things). They also lead “proofs of concept” related to innovative services with high added value for bioMérieux’s activities. They partner with specialized stakeholders on reference technologies (SAP HANA, Salesforce.com, Amazon Web Services, SAP Cloud Platform or Microsoft Office 365) to contribute to the constant improvement of bioMérieux’s services.

 

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 possibilities for professional development: you want to contribute to help save lives across the globe? Join the 13,000 employees of bioMérieux!

 

 

 

BENELUX CUSTOMER SERVICE:

  • Contribute to the development of customer satisfaction and loyalty. Provide the customer with a level of service and trust developing the company's image.
  • Contribute to the development of sales (equipment, reagents, services) in partnership with the sales teams, as well as a profitable customer service.

 

APPLICATION SPECIALIST INDUSTRY (HELPDESK & FIELD) :

  • Take in charge and ensure the processing of incoming customer contacts (phone, email ...) for questions or technical claims, taking into account corporate guidelines and local regulations.
  • Perform remote support activities to customers: access remotely deploy updates, calibration and adjustment systems (VITEK MS-finetunning ...) ...

Ensuring the optimal use of bioMérieux products (instruments, reagents, connections, services and other solutions) by the customer, based on corporate guidelines and local regulations

 

 

 

Missions :

Hotline : Advise, guide and provide the necessary support to customers who contact the Helpdesk / Hotline. Guarantee an effective answer and follow-up from the first customer contact, and try to fix the issue before an intervention at customer site. Decide to trigger an intervention at customer site by a bioMérieux field representative.

Field actions : Manage the coordination and implementation of Field Actions (FA)

Complaint handling process : Record, analyze and deal with customer complaints and questions in accordance with the company guidelines. Perform investigations at customer site. Implement the field actions at customer sites (system corrective update, patch deployment …).

Quality assurance : Follow the process and use customer complaints management tools, and vigilance, in accordance with company guidelines.

Reporting : Carry out statistical reports on FA, claims and questions, and propose actions to optimize services.

Presales phase / demonstration / feasibility studies : as technical expert on the use of bioMérieux systems, in partnership with sales, advise, guide and provide the necessary support to customers in pre-sale phase. Ensure a match between the client needs and the technical capabilities of the bioMerieux solutions. If needed, organize systems demonstrations and feasibility studies (internal / external, final reports).

System Installation / Customer Training : Perform customer training (product training & scientific training), evaluate the trainees, define training recommendations and actions plans with the customer to ensure the optimal use of the bioMérieux products. For simple system installation (such as FilmArray), perform the system installation and customer training.

Customer follow-up : Aligned with the strategy (system installation, key opinion leader, big customer…), perform a closed follow-up of the customer (check and define the action plan for an optimal use of the system and service).

Systems update : Perform the system updates (remotely or on site) and provide the necessary associated support (dedicated training, organization with LIS/LIMS vendor, …).

Service offer : Propose the service offer (training services, service contracts, ...) to the customer, based on his needs.

Sale synergy : Inform the sales team on customer opportunities and needs (outdated systems, critical applications, ...). Inform the hierarchy of any customer critical situation.

Continuous improvement : Analyze documents, tools, processes, organization to make proposals for improving the quality and image of the service, as well as optimize its profitability.

 

 

Training / experience  :

  • University education or equivalent in microbiology, combined with at least 2 years of laboratory experience.
  • Competence and qualifications: strong ability to communicate by telephone and in writing. Reactive, structured, with a sense of urgency.

 

Languages : Dutch / French / English mandatory

 

 

 

 

 

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 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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