Industry Technical Remote Engineer EMEA

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. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

bioMérieux has a position open for a Regional EMEA Follow the Sun Engineer to be based in Craponne, France.

Within the EMEA Regional Industry Customer Service (RiCS) department, with strong interactions with the Global Industry Customer Service (GiCS), as a Follow the Sun Engineer (FTS), you will be part of the Industrial Applications businesses. Your role will focus on performing the remote installation and support Industrial Applications solutions and serve our Service community worldwide. As of now the 3P Enterprise ecosystem is the unique solution to cover but expansion to other products would happen along the years and organization development. 3P Enterprise is bundling a software product 3P Connect and a system product 3P Station. 3P plates are also part of the solution but remains managed at subsidiary level.

Follow the Sun organization is a WW settlement spread by region (EMEA, AMERICAS & ASPAC), we are looking here for the EMEA team. The aim of this structure is to increase the IT expertise and customer satisfaction by offering smooth implementation process. Any FTS member should be able to offer support to any ww customer according its business hours. 

 What will be your responsibilities?

• In coordination with the Implementation team, perform the remote installation based on the procedure and manage all the required reporting based on CRM for 3P Connect solution.
• Support the customer service request remotely for 3P Enterprise ecosystem (Station and Connect)
• Perform the yearly Health Check (PM) and remote troubleshooting from Customer Request
• Follow the yearly customer consumption plate and revert it to the business to update the invoicing plan (based in their consumption on 3P Connect)
• Feed the R&D with customer feedbacks and improvements suggestions.
• Share his experience with its peers and the global Expert Unit by being active along the periodic 3P expert community
• Escalate advanced issues to the L2 investigation unit team.
• Fly on site for physical support during advanced Curative operation or installation if required (< 5% of the time as an expectation) – for 3P station only
• Provide feedback on CRM, product or customer to the relevant internal stakeholder
• According to the business development, a 24/7 shifting duty model could be an evolution

Who are you?

• Bachelor or Master degree in IT as a basic. You also have a good level on electronics/engineering.
• Minimum of 5 years previous experience as remote or field IT/system engineer
• General knowledge about technologies in microbiology.
• Ability to explain or drive remotely field operation.
• Highly focussed customer orientation.
• Strong communication skills.
• Analytical and evaluation skills.
• Autonomy and responsiveness.
• Project management.
• You enjoy working in an environment where interaction with multidisciplinary teams is key.
• Good knowledge about reporting tools.
• Fluently English skills, any other language will be your advantage.
• Travel expectation 15% - Worldwide.
• Location : ideally Craponne

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.