Customer Support Specialist_ Clinical Applications

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 46 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.

As a Clinical Applications Customer Support Specialist, you will assist customers in using our diagnostic systems and reagents effectively, reliably, and in compliance with regulations, aiming to achieve high levels of customer satisfaction through expert support, collaboration, and a strong service focus.

This position allows you to serve as a reference expert, maintain close interactions with customers, and participate in support activities primarily delivered remotely, with on-site involvement when beneficial.

What will be your responsibilities?

• Act as the first point of contact for application-related queries from internal and external customers, partnering closely to ensure effective and reliable use of bioMérieux diagnostic systems and reagents.
• Provide advanced application support, troubleshooting, technical consultation and training, delivered primarily remotely, with on‑site support when required.
• Manage customer inquiries, from simple to complex, ensuring accurate documentation and traceability in the CRM system in line with company standards and regulatory requirements.
• Support the launch and implementation of new systems and assays by developing strong product knowledge and contributing to application documentation and user guidance.
• Lead application troubleshooting analyses, define action plans and ensure structured follow‑up to guarantee customer satisfaction and clinical reliability.
• Collaborate closely with cross‑functional teams (Field Service, Application Specialists, Quality/Regulatory Affairs, Sales, Global Support, IT) to deliver coordinated, high‑quality customer solutions.
• Build and maintain strong, trust‑based relationships with customers, acting as a key clinical and application partner.
• Handle complex application-related cases autonomously and contribute actively to the continuous improvement of support processes, documentation and tools.

Who are you?

• Bachelor’s degree in Life Sciences or a related field (e.g. Medical Technology, Clinical Microbiology, Biotechnology).
• Solid experience in clinical diagnostics and laboratory environments, with strong knowledge of diagnostic systems, reagent-based assays, and laboratory workflows.
• Ability to manage complex application-related cases autonomously, acting as a technical and clinical reference for customers and internal teams.
• Excellent communication and interpersonal skills, with a strong customer-focused mindset, empathy, and problem-solving orientation, and the ability to work effectively in cross-functional and international teams.
• Strong technical and practical profile, with fluency in English (Portuguese a plus), good proficiency in Windows and Microsoft Office tools, CRM experience as an advantage, and flexibility for occasional on-site support.

This role will be preferably based in Madrid.

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.