AMVETS Jobs

The job of the Global Customer Service Systems Software/IT Engineer is to provide effective support, training & coaching to bioMérieux subsidiaries and distributors and to promote technical voice of customers for product development in order to optimize bioMérieux’s commercial success and profitability within the marketplace.

Main Accountabilities:

• Provides second level emergency support to subsidiaries and distributors for complaints, questions or suggestions

• Provides field support

• Designs and leads action plans for critical situations and or contribute to task force

• Facilitates learning plan including training & coaching for subs & distributors to deliver services at customer site

• Assess quality of training program and proficiency level of trainees

• Contributes to the design and development of tools for subs and distributors to support customers and optimize local services (service launch file, parts pictorials, troubleshooting guide, FAQ, etc...)

• Executes Customer Service actions required by the project teams (as example review service manuals and update procedures, etc.)

• Provides feedback on product/service improvement to Projects

• Contributes to services launches & support.

• Represents bioMérieux as presenter at congresses

• Creates and updates training modules following Customer Service processes

• Creates digital and distance learning content

• Creates & facilitates a customized learning plan for subs as needed

• Manages localized training

• Participates and Contributes to strategic Projects and meetings with key stakeholders (R&D, SE&S, Quality, etc.)

• Contributes to continuous improvements to the current products / services, training materials and service tools, etc.

  Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Information System, Medical/Laboratory Technology.

• Experience in support of LIS interfaces, LIS/LIMS administrator, networking support, servers, software applications, hardware, middleware and computers is preferred.

  Knowledge and Skills:

• bioMérieux product experience will be highly valued

• Committed to customer and to service with a sense of urgency and accountability.

• Cross cultural flexibility.

• Dynamic learner and trainer/coach (hands on approach)

• Creation and review of technical information (user manuals, specifications, etc.).

• Training designer; both in-class and distance learnings with an eye towards innovation (i.e. utilize Camtasia or other means to create training videos)

• Team player

• Autonomous and (self-)disciplined

• Ability to analyze, recommend, and challenge proposals to create the most effective solutions.

• Ability to understand and work through complex processes with an eye towards innovation and customer impact.

• Have a system view approach and be a referent of one product line.

• Microbiology/Lab experience a plus.

  This role requires up to 40% travel (domestic and international).

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