Global Customer Service System Engineer

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.