Parent System Specialist SS (Hotline) 1 of 2 1

bioMérieux Canada Inc.

Parent System Specialist SS (Hotline) 1 of 2 1

System Specialist Hotline

Position Summary

Provide remote technical support and troubleshooting to internal and external customers on diagnostic test systems marketed by bioMérieux for both Clinical and Industry product lines. Efforts are coordinated with the customer service department, QA/RC, marketing and sales. The System Specialist promotes teamwork and cooperation, removes barriers to productivity, and creates an enthusiastic, positive work environment. The system specialist will also promote the service image, reputation and customer satisfaction necessary to support sales goals and objectives.

Key Responsibilities / Duties

• Provide remote support and troubleshooting to Clinical and Industry customers throughout Canada and address internal technical inquiries from various departments
• Support microbiology laboratories in addressing instrument topics including hardware, IT and connectivity
• Handle complaints per established guidelines to ensure compliance to ISO procedures and Health Canada regulations while meeting key performance indicators by documenting all customer interactions in ERP system (Salesforce CRM)
• Collaborate with QA/RC on Potentially Reportable Events (PRE) for Health Canada reporting following local and corporate procedures
• Recognize that the Hotline is an integral part of the Customer Service department and as such will require close collaboration with the Field Service Representatives
• Lead the troubleshooting analysis, plan the action response and follow-up to ensure excellent customer satisfaction and contribute to retain and increase business
• Develop knowledge in highly specialized bioMérieux products and conduct cross-trainings to new and internal employees as required
• Communicate with Global Customer Service for escalation and provide final investigation reports to customers
• Assist in product launches by learning new products and collaborating with sales and marketing on different initiatives

Qualifications

Education and Training

• Bachelor degree or equivalent in Electronic Technology, Computer Science, Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Biotechnology required. 
• Must have (or obtain) and maintain a valid driver’s license and passport.

Experience

1. Troubleshooting experience in mechanical, electrical, vacuum, laser systems, or biomedical equipment experience is preferred.
2. Experienced in resolving customer problems and providing a high level of customer satisfaction.
3. Biomedical instruments experience preferred.
4. Experience with bioMérieux products and Salesforce is a plus.

Knowledge, Skills, and Abilities (KSA’s)

• Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
• Technical learning aptitude to quickly understand and acquire new technical knowledge and skills.
• Must be bilingual (French/English).
• Effective and efficient problem analysis that leads to high-quality decisions.
• Learning agility to be able to learn from experiences and apply that knowledge to new situations.
• Critical thinking, using logic and reason to analyze information and make decisions in the workplace.
• Detail orientation to complete tasks without errors and produce high-quality work.
• Analyze data and make decisions/recommendations, using data to guide decision-making and provide suggestions for improvement.
• Understand complex information and interpret it accurately, often requiring critical thinking and analysis to grasp the full picture.
• Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
• Organizing work and resources efficiently to ensure smooth operations.
• Ability to cooperate with others at all levels including leadership.
• Effective verbal communication skills.
• Maintain composure by having the skill of staying calm, focused, and professional in high-pressure or stressful situations.

Working Conditions

• Ability to remain in stationary position, often standing, for prolonged periods.
• No requirement to ascend/descend stairs, wear PPE, operate heavy machinery, or move objects up to 50 pounds.
• Travel: 25% total (20% domestic, 5% international)