Global Customer Service Specialist

The job of the Global Customer Service Systems Software/IT 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.       Main Accountabilities:   

• Provides second level emergency support to subsidiaries and distributors for complaints, questions or suggestions
• Provides field support
• Designs and leads 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.

    Qualifications:   

• Bachelor’s degree in Computer Science, Information Technology, Information System, Medical/Laboratory Technology.
• Experience in support of LIS interfaces, LIS/LIMS administrator, networking support, servers, software applications, hardware, middleware and computers is preferred.

   Knowledge and Skills:    

• 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.  
• Microbiology/Lab experience a plus.

 This role requires up to 40% travel (domestic and international).      #LI-SA1 #biojobs