Technical Customer Support

For more than 60 years, bioMérieux has been working every day to improve public health around the world through its innovative in vitro diagnostic solutions. 

With a strong presence in Africa, our mission is clear: to contribute to a healthier world by detecting diseases and supporting healthcare professionals with reliability, ethics and passion. 

Our customer are ath the heart of everything we do and we work consistently to their satisfaction. 

We are looking for a Technical Customer Support for Africa to provide field technical support & services, including installation, preventive and curative maintenance, field actions at all stages of instruments life cycle management to secure and optimize lab production. 

This person will have to make sure that customer support teams ensure a timely and efficient service delivery for Sub Saharan Africa customers. 

This position will be based in Abidjan, Côte d'Ivoire with travel accross Africa. 

1/ Missions

• Perform procedure associated with installing and maintaining on an assigned instrument base, consistent follow up and customer satisfaction
• Negotiate and sale the maintenance contracts to private labs, hospitals or industry
• Answer internal and external customer inquiries and ensure compliance with regulatory through and accurate documentation in ERP system• Manage spare parts inventory according to quality guidelines
• Ability to handle simple to complex maintenance
• Contribute to the action plan definition to the solving of breakdown with SE or specialist, pilot transversal mission on the long run
• Develop and retain business, strengthen customer relationship
• Referent and advisor in key strategic ranges at all stages of commercial steps
• Support / act as specialist in partnership with support teams (maintenance, L2 support…)
• Ability to handle field actions in other subsidiaries, clusters or distributors
• Coach peers/ new comers on new system
• Executes service strategies and objectives to meet customer needs
• Collaborates with internal teams to ensure service excellence and customer satisfaction
• Optimize performance to consistently meet KPIs, ensuring exceptional service quality
• Supports sales efforts by promoting service products and solutions like Tools, etc.
• Increase service revenue by promoting and selling service contracts
• Management and follow-up of Installed Base

2/ Studies, Experience, Skills & Qualifications:

Studies-Experience:

• Bachelor / master’s degree in engineering (electronics, computer science, biotechnology)
• At least 5-6 years’ experience

Skills and Qualifications:

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

3/ Scope & resources accountability / Typical performance indicators:

• Scope and Resources Accountability: Manager system and field support of bioMérieux solutions
• Financial Indicators (revenue, budget, etc.), services revenues, OPEX
• Key Performance Indicators (KPIs):CRM KPI, Customer satisfaction, effective and efficient customer support of bioMérieux systems
• Key Contacts (internal/external) and Interfaces:
Managers, sales Rep, AS & SE specialist, GCS & CSI, Laboratory Manager, KOL, Technicians, end user, subcontractors, distributors, legal and compliance authorities

This position report to the ABM West Africa & the ABM Central Africa

Fluency in French and English is required for this position

Frequent travels are required in this position