Global Customer Service - System Engineer - F/M/NB

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For 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.

The Global Customer Service department is looking for a System Engineer to train, coach and provide effective support 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.

Your role will also be to represent the voice of Customer Service in the development of our products in order to optimize the commercial success and profitability of our solutions on the market. Within the Expert Unit, you will be in charge for some of our microbiology solutions.

What will be you missions at bioMérieux?

• Provide Level 2 support in case of emergency
• Contributes to action plans and / or task force for critical situations
• Facilitate learning plan including training & coaching for subsidiaries and distributors in order to serve our customers (in-class training, delocalized training, remote training, etc.).
• Assess quality of training program and proficiency level of trainees
• Creates and update training modules, distance learning or service tutorials following our procedures.
• Contributes to the product project development/improvement by performing the validation of service tools such as installation procedures, troubleshooting guides, etc.

Who are you?

• An engineering degree with a major on electronics, robotics or mechanics; a prior knowledge of robotic instruments and Networking/IT knowledge are pluses.

• Previous experience in Customer Service with a role of Field Service Engineer. Have a system view approach (instrument/software/reagent) and become a referent of one product line.  

• You have a good understanding of laboratories and hospitals; you have knowledge about bioMérieux’ microbiology products.

• Committed to customer and to service with a sense of urgency and accountability.
• Cross cultural flexibility.
• Dynamic learner and trainer/coach (hands on approach).
• Training designer: both in-class and distance learnings using provided tools to create training content.
• Team player, autonomous and organized.
• Ability to analyze situations and challenge proposals to create the most effective solutions or propose alternative solutions.

 This role requires 20-30% travel. 

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.