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CDI - Global Customer Service Solution Leader - W/M

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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!

 

 

 

We are looking for a Global Digital Solution Leader who will work and grow within the Global Customer Service -  BPMG - Solutions & Performance Monitoring department : a team blended of 3 internal colleagues and 5 to 7 partners working hand in hand to Drive Customer Service community Solutions management 

 

What will be your mission ? 

Under the guidance of the Service Solutions & Performance manager, you will be responsible for the management of key solutions for the Customer Service in particular the CRM360, in relationship with interfaced solutions like, TrackWise digital, SAPYour activities can be structured around 4 pillars 

 

Key User Community and adoption management:  

  • Lead the community of Service Key User / Champions to foster good usage of our solutions and drive operational performance.  

  • Manage training activities around the solution: defining training processes depending on the constrains of the solutions, support training by providing up to date material and deliver training when needed 

  • Monitor the good usage of the solution, support BPO to ensure that solutions and their usage comply to our processes and monitor data quality 

Project Management: 

  • Manage (Lead, set prioritization, arbitrate) key structuring projects around our platform like Adoption program, Continuous Improvement (Enhancement management),  

  • Contribute (Ensure consistency, alignment with the vision, defend the team standpoint in the project) to structuring program (SIM, INSPIRE, BIOSUN etc.),  

Solution continuous improvement and roll out:  

  • Support development and roll out to new entities (Biofire, new subs) 

  • Lead with IS teams the releases and updates of the different solutions : coordinating and ensuring execution of URS, Test case, dry run non regression testing etc.  

Operational support: 

  • Be the referent for the good usage of the solution, answer the applicative questions, investigate complex problem with cross functional teams follow up support management.  

  • Contribute with IS teams to maintain functional foundation ensuring that we keep a healthy and well managed platforms  

 

Who are you ? 

  • Master’s Degree or equivalent documented education in a relevant  course of study (Engineering, Computer Science) 

  • At least 5 to 8 years of experience in activities related to operational experience, IS project management, Key User community management, Large scale Digital program. Project management knowledge and experience.  

  • Experience in a regulated environment, development and constrains of GXP solutions 

  • Demonstrated & successful experience working in an international/multicultural context, leading some kind of project to completion and working to solve a cross domain issue. 

  • Strong leadership, able to inspire and drive change by inspiring others. Good interpersonal relationship skills  

  • Demonstrated high level of Adaptability / Flexibility, ability to lead high level governance, facilitate large meetings onsite and remotely & decision making. 

  • Demonstrated drive toward execution & delivery of results with a good resilience to lead projects to their goals. Ability to translate goals into action plans. 

  • English Fluent 

  • Technical skills : Good knowledge of technical solutions, a strong experience with Salesforce environment is a significant value added, SAP knowledge,  basics about enterprise architecture.  

 

 

 

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.

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