Regional Technical Customer Support - L1 (Service Engineer)

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For more than 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. 

bioMérieux is present in 45 countries and employs nearly 14,000 people. In Asia Pacific, we have more than 1100 employees with presence in 10 countries.

Come and join a French family-owned global company with a long-term vision, and a human-centered culture. 

Role Summary: 

Responsible for delivering exceptional customer service by managing service requests, troubleshooting known issues remotely, updating customer and system data, and ensuring prompt and effective resolution of complaints. They coordinate case readiness, prepare work orders, check service entitlements, and escalate unresolved issues, all while ensuring a smooth and professional customer experience.

Job Description:

•    Act as the first line of support for incoming service requests and technical issues via phone or email.
•    Accurately identify customer needs by listening actively, asking relevant questions, and confirming understanding.
•    Provide initial troubleshooting and remote assistance using tools like Vilink and video support platforms.
•    Register and manage service cases, verify customer entitlements, and maintain accurate installed base data.
•    Prepare service work orders by determining appropriate skills, tools, and parts for resolution.
•    Coordinate with field teams or escalate complex issues for timely resolution.
•    Ensure consistent and professional communication with customers, addressing concerns with empathy and urgency.
•    Monitor case progress, follow up with customers, and ensure closure with high satisfaction.
•    Continuously update knowledge on products, customer contracts, and service processes.

Skills

•    Technical proficiency in electronics systems and troubleshooting methods.
•    Customer-centric approach with a focus on satisfaction and solution delivery.
•    Ability to structure tasks, prioritize based on severity, and follow documented processes.
•    Ability to collaborate effectively with cross-functional and cross-cultural internal and external stakeholders.
•    Strong verbal and written communication skills, with a good command of the English language.

Education & Experience: Bachelor's degree or equivalent in Engineering with prior experience in IVD industry

Minimum Qualification: Bachelor’s Degree (BE/B.Tech) in Electronics, Instrumentation, Electrical, or Electronics & Telecommunications.

Desirable Qualification: BE/B.Tech in the above-mentioned disciplines with additional certifications in customer support, diagnostics, or related technical training.

Experience: 3- 5 years of relevant experience in the In Vitro Diagnostics (IVD) industry, preferably in a customer-facing technical support or service coordination role. Experience with CRM tools and remote troubleshooting platforms is a plus.

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.