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Global Customer Service System Engineer

Company:  bioMérieux

Durham, NC, US

Job Function:  Customer Service
Posting date:  May 28, 2023


Position Summary:

This job 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.


Primary Responsibilities:

  • Provide technical knowledge of products, applications and service through the training and coaching of local customer service representatives.
  • Represent the Global Customer Service Organization as a subject matter expert during technical congresses.
  • Participate and contribute to strategic projects with key stakeholders (R&D, System Engineering and Support, Quality, etc.).
  • Provide feedback on product/service improvements.
  • Contributes to the design and development of tools/resources for subs and distributors to support customers and optimize local services.
  • Provide second level emergency support to subsidiaries and distributors for complaints, questions or suggestions and contribute to action plans for critical situations.
  • Create and update training modules and facilitate customized learning plans for subsidiaries as needed.
  • Manage localized trainings.
  • Execute customer service actions required by the project teams (review service manuals update procedures, etc.)
  • Maintain mindset of continuous improvement of current products/services, training materials service tools, etc.


Studies and Experience:

  • Bachelor’s degree (i.e. SE-Engineering, IT-Computer/Networking, Service-Education, etc.) is preferred OR Associates Degree (or equivalent) and relevant experience.


Skills and Qualifications:

  • Demonstrated ability to support electro-mechanical, electronic, computer, and/or electrical systems and solve complex technical issues.
  • Committed to customer and to service with a sense of urgency and accountability.
  • Experience with IT/networking preferred.
  • Training designer: both in-class and distance learnings with an eye towards innovation utilizing digital training software to create courses, videos, etc.
  • Ability to operate in an organized manner in an autonomous work environment and self-disciplined.
  • Ability to effectively communicate with internal and external customers.
  • Strong cultural awareness.
  • Flexible, takes initiatives, team player.
  • Ability to analyze, recommend, and challenge proposals to create the most effective solution.
  • Available to travel abroad for training/coaching purposes.
  • Proficient in operation of Microsoft Windows and the Office Suite of products.


This role requires up to 40% travel.


Job ID:  41589

Nearest Major Market: Durham
Nearest Secondary Market: Raleigh