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Global Field Service Engineer

1 month ago

Salt Lake City, United States bioMerieux Inc. Full time

Global Field Service Engineer Location: Field, UT, United States Position Type: Unfixed Term Job Function: Customer Service A family-owned company, bioMerieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics. Description As a Global Service Engineer Implementation (FSE) you will be at the forefront of delivering to Strategic and Key Pharmaceutical accounts a premium technical support for a new product range dedicated to automation of environmental monitoring. You will provide technical support to customers directly and to bioMerieux subsidiaries, manage all service needs of your assigned base of customers with the customer satisfaction as your first priority. Job Responsibilities: Integrate bioMerieux diagnostic products at new or existing customer facilities by providing a premium technical support at installation to pharmaceutical customers. Give support to the Global project manager in charge acting as a hardware expert and being the technical referent for the system. Execute installation and qualification while following the implementation plan: Manage shipment and reception of systems according to the applicable regulations and procedures. Install hardware and software in the customer environment and be responsible for part instrument qualification (IQ and OQ). Participate in network and connectivity interface with the customer IT representative on-site and with the third party, being the technical interface with our suppliers (system & software). During the implementation phase, assist customers in basic methods of operation, maintenance and instrument repair procedures. Diagnose and repair instrument malfunctions and ensure that instruments operate optimally in all performance areas. At the end of the implementation phase, assure the training of local customer's teams being responsible for the at-site first level of maintenance and coach customers and bioMerieux subsidiaries on local support procedures and activities. Ensure a smooth and proper link with the corresponding departments (IU, GICS, Third Parties). Ensure customer satisfaction and report client feedback: manage and track hardware complaints in the CRM, drive investigations and propose customized solutions. Ensure primary support for the solution to customers and advanced support to subsidiaries activities linked with. Represent the Global Organization internally and externally for the considered range of products: Ensure customer (internal/external) trainings and conceive the related documentation and tools. Transfer knowledge to subsidiaries/distributors/customers and provide on-site field support acting as a coach. Ensure primary remote or exceptionally at-site occasional support for some international strategic customers. Integrate a matrix management organization, demonstrate great autonomy while having a team spirit and effective reporting. As a representative of the Global organization, your leadership and strength of proposal are an asset to fully achieve your missions with your interlocutors whether at Global, subsidiaries, distributors or customers. As the front head of bioMerieux during the Implementation phases with our customers and suppliers, strong communication skills and adaptability are mandatory. You are at ease and motivated by Implementation activities but you are also able to take in charge side activities linked to your project or to represent your department in Global Internal Projects when needed. 60% of your time will be out of home per year with possibilities of some very rare consecutive weeks depending on both location and customer requirements. Some occasional travels outside the United States of America are part of the position. The position is compulsorily based in the United States of America within the Regional Industry Customer Service team. Home-based can be considered. Proximity of a bioMerieux site as a strong advantage. USA East coast as a plus. Major international Airport as a need. Qualifications: Bachelor's degree required (Engineer or senior technician) specialized in electrical engineering, electronics, IT, or other technical field. Master's degree preferred. Minimum of 2 years previous experience servicing bioMerieux Pharma range or a minimum of 5 years equivalent experience servicing as a System Engineer or applied IT specialist with skills in computers and networks within a Pharma environment. Thorough knowledge of pharmaceutical industries and related regulation and environment including qualification procedures. Talents and qualities: You enjoy working in an environment where interaction with multidisciplinary teams is key. Customer-oriented with a customer service spirit. Good knowledge about reporting tools incl CRM. French language is a plus. #J-18808-Ljbffr