Position Summary:

Ensure customer satisfaction and contribute to service profitability, Provide remote technical & scientific support & services, including troubleshooting and field action completion to guarantee the best remote fix rate. Identify, anticipate and act in order to avoid any disruption affecting customer and patients

Responsibilities:

• Answer internal/external customer simple to complex inquiries per established guidelines, document the ERP system according company standards and regulations.
• Lead launch/implementation of new systems by learning new products, develop documentation
• Lead the troubleshooting analysis; plan the action response; follow up to ensure customer satisfaction
• Report all events in the CRM to guarantee traceability and customer complain tracking
• Drive new bioMérieux products and procedures that are job specific, create documentation and troubleshooting protocols; provide training as needed
• Participate in revenue generation initiatives through promotion of value added projects and services depending on local organization
• Ability to onboard new comers
• Develop and provide customers training
• Act as a referent in her/his field of expertise
• Coach and/or consult with Application Specialist, System Engineer, Management, Global Customer Support, and Lab IT Support.

Studies and Experience:

• Bachelor/ Master's degree in engineering (electronic computer/biotechnology) with 3-5 years' experience

Skills and Qualifications:

• Customer and solution oriented
• Organized, rigorous and autonomous
• Good communication/ presentation skills
• Ability to handle CRM (Dashboard creation)

Job ID: 33545