System Specialist Engineer GCS VITEK 2

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.

We are looking for a System Specialist Engineer GCS VITEK 2 who will be responsible for managing the complete lifecycle of the VITEK®2 identification and antibiotic susceptibility testing systems – from launch to obsolescence – while ensuring their performance and customer satisfaction on a global scale.

The main objective of the Global Customer Service (GCS) department is to increase customer satisfaction and maximize system uptime in order to optimize reagent consumption, by delivering value through a proactive, aligned, and expert-driven approach.

You will contribute to technical support, complaint handling, continuous improvement, and support of local and regional teams. You will work independently with limited supervision. The issues encountered will be challenging but generally of moderate complexity. You will also be responsible for reviewing and validating the work of lower-level specialists.

You will collaborate closely with R&D, Marketing, Supply Chain, Quality, Vigilance, and regional teams to define and deploy service strategies, ensure operational excellence, and contribute to continuous improvement throughout the product lifecycle.
The objective: optimize field support, ensure operational performance, support business growth, and enhance the customer experience.

What will be your main missions ?

• Manage technical support requests and customer complaints (from subsidiaries and distributors),

• Maintain ERP certification, ensure compliance with quality standards, and monitor post-launch service indicators to ensure long-term customer satisfaction,

• Actively contribute to field actions, audits, and continuous improvement initiatives,

• Coordinate technical investigations with Manufacturing, R&D, and Quality teams,

• Promote proactive troubleshooting and technical coaching to local and regional teams,

• Act as the technical documentation expert and participate in the preparation and deployment of service deliverables during product development and launch,

• Deploy service strategies in collaboration with Marketing, Training, and Global Operations,

• Contribute to the Go-To-Market / Launch Excellence strategy and support obsolescence management,

• Be the technical voice of the field to influence upstream and downstream decisions,

• Lead “hypercare” activities to secure product launches and stabilize performance.

Who are you ?

• You hold a Bachelor’s degree or equivalent in Science or Engineering.

• You have over 4 years of successful experience in a laboratory, engineering, and/or industrial environment.

• You have clinical laboratory experience in Microbiology, Molecular Biology, and/or Immunoassays.

• You have more than 3 years of relevant experience in customer service, as well as in technical support, project management, or customer service within an international environment.

• You have excellent written and verbal communication skills in both English and French.

• You demonstrate strong team spirit, organizational skills, and the ability to work cross-functionally and manage multiple projects simultaneously.

• You are recognized for your analytical skills, problem-solving abilities, and capacity to propose innovative solutions.

• You are proficient in IT tools (ERP, Microsoft Office, etc.).

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.