Service Support Specialist

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux conceives, develops, produces and markets diagnostics solutions (systems, reagents, software and services) intended for clinical and industrial applications, which determine the origin of a disease or a contamination to improve the health of patients and insure consumer safety.

bioMérieux is present in 44 countries and serves more than 160 countries with the support of a large network of distributors. Its corporate headquarters are located in Marcy l’Étoile, near Lyon, in France.

Joining bioMérieux is choosing to be a part of an innovative company with a long term vision, committed to the service of public health and carried out with a humanist corporate culture.

Our Company offers numerous opportunities for professional development. You want to  help save lives across the globe? Join the 12,000 employees of bioMérieux!

Position Summary
The Service Support Specialist position is responsible for managing administrative tasks and projects to support the Customer Service Organization.  The position provides support for the following organizations- Field Service, Field Application Specialist, Technical Support Center, Commercial Excellence, and Customer Operations.  The Service Support Specialist is essential to meet customer demand, improving the customer experience, and ensuring financial and regulatory compliance for the Customer Service Organization.

Primary Duties

1.    Provides administrative support for Installations, Preventative Maintenance, Invoicing, Field Actions and Returns.      

2.    Manages Customer Service Notifications (CSNs) at a local level.    

3.    Performs customer calls to support Regulatory Compliance, Order Management, and Revenue.            

4.    Monitors and completes tasks assigned utilizing Salesforce and SAP.    

5.    Executes assigned projects, with guidance from technical experts (depending on level of experience), using business standards, practices, procedures, and project requirements.     

6.    Manages generation of administrative reports, leads projects, and develops documentation to support department objectives.   

7.    Perform all work in compliance with company quality procedures and standards.

8.    Performs other duties as assigned.    

Required Experience
1.    1+ years of applicable experience in customer service or direct customer prospecting and data entry.
2.    Experience maintaining positive stakeholder relationships and ensuring service compliance with KPIs.
3.    Experience working effectively with cross functional teams, customers, and stakeholders to achieve business goals.     
4.    Experience with multi-tasking and and processing administrative requests.   
5.    CRM Experience is required, ideally Salesforce and/or SAP   

Required Knowledge, Skills and Abilities
•    Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
•    Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.
•    Effectively deal with ambiguity requiring adaptability, critical thinking, and proactive communication to navigate situations with limited details
•    Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
•    Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently
•    Informing others by sharing clear, timely information to ensure alignment.
•    Intermediate skills with MS Excel, Word, and PowerPoint.
•    Communicates instructions clearly and effectively
•    Solution oriented in the face of conflict
•    Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives
•    Effective verbal communication skills
•    Build and maintain positive, productive interactions with colleagues
•    Reach mutually beneficial agreements through effective communication and compromise
•    Participate in a way that enhances team performance and cohesion. 
•    Maintain composure by having the skill of staying calm, focused, and professional in high-pressure or stressful situations.

Working at bioMérieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment.

Our internal mobility policy offers numerous opportunities for each of our 12 000 employees to blossom throughout their career, while respecting each employee’s individual talents as well as their personal and professional development.

At bioMérieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

Helping improve public health around in the world : our mission gives purpose to every profession practiced within the company.

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA