System Engineer- ImmunoAssay Hokapi

About the role

bioMérieux is looking for a Global Clinical System Engineer based in China to contribute to the global serviceability of our routine and lifecycle management of immunoassay solutions.

This role plays a crucial part in securing and supporting products from launch to obsolescence, while addressing China Export market specificities and acting as a strong interface between local Chinese teams (R&D, manufacturing), regional and global stakeholders.

You will be leading and/or be involved in technical support, complaint handling, investigation management, and service projects, contributing to customer satisfaction, continuous improvement (product, service and processes) and long-term product performance in the field.

Your missions

In close collaboration with China-based and global teams (Global Customer Service team) and partners such as , R&D, Manufacturing, Quality, Marketing ,Vigilance, Supply Chain), you will:
Manage technical support requests and customer complaints from subsidiaries and distributors)
Provide technical leadership, coaching, and troubleshooting support to local and regional teams
Coordinate end-to-end technical investigations with Manufacturing, R&D, and Quality
Contribute to Field Actions, audits, and CAPA activities related to technical complaints
Ensure ERP certification and meet quality and service KPI requirements
Support service launches (service in design activities), hypercare phases, and post-launch stabilization. Support Go-To-Market and obsolescence (phase-out) activities
Contribute to service deliverables (documentation, validation) during product development and market launch
Support implementation of service strategies aligned with Marketing, Training, and Global Operations considering China-specific needs
Act as the voice of the field, representing customer and market feedback to China & global teams
Participate in cross-functional and franchise projects as needed

Profile & qualifications

• You are a motivated professional with the following background:
  5+ years of experience in clinical laboratories (Microbiology, Molecular Biology, Immunoassays preferred), engineering, or related industry
  3+ years of customer service or technical support experience : advanced technical & soft skills and expert knowledge in end-to-end customer service Operations and support
  Experience working with Chinese laboratories, distributors, or healthcare environments
  Experience working with WW (out of China) laboratories, distributors, or healthcare environments is a strong asset
  Proven ability to manage complex technical investigations and field escalations
  Experience in cross-functional and international collaboration with different departments (R&D, QA, Manufacturing, Marketing, Global teams)
  Knowledge of PDP / Go to Market / Go Out of Market / Complaint Handling processes and post-launch service stabilization is a plus
  Familiarity with bioMérieux products and Salesforce is an advantage
• Language & skills
  Team-oriented mindset, with project coordination experience appreciated
  Fluent Mandarin Chinese required (written and spoken)
  Professional English proficiency required for global collaboration
  Strong communication and influencing, organizational, and multitasking skills
  Capability to interact with a management/Team based in France and in different geographies worldwide
  Proficient with Microsoft Office tools, strong interest to accept new concepts, practices, and approaches ( AI adopter)
• Travel
  Domestic travel within China: up to 10%
  International travel : up to 10% (1 or 2 time/year in France for team meeting purpose