Customer Support Specialist

About Us

We help make the world a healthier place, for almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve patients' and consumers' health.
A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. The entrepreneurial adventure, which began over a century ago, is driven by an unrelenting commitment to improve public health worldwide and making the world a healthier place.

bioMerieux India

We are 100% subsidiary of bioMérieux sa, Marcy L’Etoile, France and have been in the Indian market for more than 25 years. Serving close to 5000+ customerswith our diagnostic solutions in clinical microbiology, immunology, molecular biology and industrial microbiology; providing our healthcare professionals and our industry players crucial information in antimicrobial resistance, sepsis, acute care syndromic approach and food safety to protect patient and consumer health.
Joining bioMérieux, is choosing to join an innovative company with a long term vision, committed to the service of public health and carried out with a humanistic corporate culture.
We look for candidates whose motivation is to invest in themselves, in the projects of the future, and to participate in a collective adventure led by a pioneering spirit.

Location: New Delhi
Position: Customer Support Specialist
Educational Qualification: BSc. / MSc. Microbiology
Experience: Minimum 5 years of experience.
Communication: Verbal and written English as well as Area/Region/Country specific language(s)

Key Responsibilities:
1. Analyze technical service request
2. Decide on approach/solution for each service request
3. Fix the problem online/remotely or decide on follow-up approach/solution to internal and external customers
4. Solve service requests remotely, complete work order data and inform customers
5. Escalate unresolved concerns to manager/next level of technical support
6. Provide all information possible before visit to solve the request
7. Inform stakeholders about problems
8. Advise customers and assure an optimal customer experience
9. Identify sales opportunities
10. Update knowledge base
11. Identify improvement opportunities for the company

Technical competencies

1. Have a solid technical knowledge & professional experience in the relevant field biology (instruments and software, reagents, consumables and assay applications), eventually in Electronic, electrical, mechatronics or biomedical engineering.
2. Analytical, troubleshooting and problem resolution, IT skills – Pack Office, highly proficient CRM and SAP.

Key Deliverables:

1. Work with IT technologies
o Work with the customer base system
o Work with the installed base system
o Access the knowledge management system
o Work with internal communication systems

2. Project planning and control
o Structure work and information
o Create tasks in system

3. Effective time schedule
o Perform administration
o Act to customer expectations
o Follow a process
o Keep others posted
o Learn from others
o Use learned knowledge into practice
o Present the ideas
o Evaluate your work.