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System Engineer

Location: Saint Louis, United States
Position Type: Unfixed Term
Job Function: Customer Service

 

Position Summary:

The job of the Global Customer Service Systems Engineer is to provide effective support, training & coaching to bioMérieux subsidiaries and distributors and to promote technical voice of customers for product development in order to optimize bioMérieux’s commercial success and profitability within the marketplace.

 

Responsibilities:

  • Provides second level emergency support to subsidiaries and distributors for complaints, questions or suggestions
  • Provides field support
  • Contributes to action plans for critical situations and or contribute to task force
  • Facilitates learning plan including training & coaching for subs & distributors to deliver services at customer site
  • Assess quality of training program and proficiency level of trainees
  • Contributes to the design and development of tools for subs and distributors to support customers and optimize local services (service launch file, parts pictorials, troubleshooting guide, FAQ, etc...)
  • Executes customer service actions required by the project teams (as example review service manuals and update procedures, etc.)
  • Provides feedback on product/service improvement to projects
  • Contributes to services launches & support
  • Represents bioMérieux as presenter at congresses
  • Creates and updates training modules following customer service processes
  • Creates digital and distance learning content
  • Creates & facilitates a customized learning plan for subs as needed
  • Manages localized training
  • Participates and Contributes to strategic Projects and meetings with key stakeholders (R&D, SE&S, Quality, etc.)
  • Contributes to continuous improvements to the current products / services, training materials and service tools, etc.

 

Studies and Experience:

  • Bachelor’s degree (i.e. SE-Engineering, IT-Computer/Networking, Service-Education, etc.) is preferred OR  Associates Degree and 3-5 years relevent experience  

 

Skills and Qualifications:

  • bioMérieux product experience will be highly valued
  • Committed to customer and to service with a sense of urgency and accountability.
  • Cross cultural flexibility.
  • Dynamic learner and trainer/coach (hands on approach)
  • Creation and review of technical information (user manuals, specifications, etc.). 
  • Training designer; both in-class and distance learnings with an eye towards innovation (i.e. utilize Camtasia or other means to create training videos)
  • Team player
  • Autonomous and (self-)disciplined
  • Ability to analyze, recommend, and challenge proposals to create the most effective solutions.
  • Ability to understand and work through complex processes with an eye towards innovation and customer impact
  • Have a system view approach and be a referent of one product line.  
  • Networking/IT knowledge a plus

 

 This role requires up to 40% travel. 

 

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