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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!
The syndromic approach represents a new line of attack against infectious diseases by using a single test for all the microorganisms most commonly responsible for an infectious disease. With BIOFIRE® FILMARRAY® technology, bioMérieux is a pioneer and a leader in this field.
Connectivity and Service Engineer is expected to provide system level support for subsidiaries and distributors. It includes setup, troubleshooting, training and sharing knowledge regarding the software, hardware, operating systems, production and service of BioFire instrumentation. The engineer will also assist with cybersecurity activities, and software deployment.
Additionally, the engineer is expected to interface with the customer support groups to assist external customers when needed.
The engineer is also responsible for coordinating with the local teams to provide system level support for initial LIS interface implementation at the customer site. This includes participating in the IT security questionnaire process, coordinating phone calls with key stakeholders, on-site support for installation and configuration, and tracking customer configurations.
What are you missions?
Drive difficult situations requiring end-to-end solutions with direct impact on operational and/or financial and/or human and/or customer satisfaction.
Provide leadership in delivering effective technical support to subsidiaries and distributors.
Contribute to the design of support tools for subs/distributors to use in the support of customers (troubleshooting, guide, FAQ…).
Lead Meetings related to complaints and work closely with other departments ( Software teams in France and in the US, R&D, Marketing, Supply Chain, site QA)
Follow CAPA activity relative to technical complaints and provide regular feedback to the subs / distributors.
Perform complaint trend analysis and prepare reports for other departments. Contribute to the establishment of complaint indicators with the Governance team.
Coach subsidiaries/distributors on support desks activities and troubleshoot at customer sites or remotely if necessary.
Provide strong leadership in delivering an effective technical support to subsidiaries and distributors and to promote technical voice of customers to the GCS PMO people in order to optimize bioMérieux’s commercial success and profitability
Who are you?
Bachelor’s degree in an engineering, scientific, information technology or technical field, or equivalent experience.
Experience in Connectivity and System.
Ideally, experience in software installation and configuration management.
Preferably, experience with Laboratory Information System.
Committed to customer and to service with a sense of urgency and accountability.
Ability to analyze, recommend, and challenge proposals to create the most effective solutions. Strong written and oral communication.
Good organizational skills/ability to multi-task.
Fluent in English: oral and written. Additional language is a plus (French or other).
Travel: Availability to travel domestically and internationally (10 to 20%)
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.