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Global Field Service Engineer

2 months ago

Durham, United States bioMerieux Inc. Full time

Global Field Service Engineer Location: Field, United States Position Type: Unfixed Term Job Function: Customer Service Share: share to e-mail Share on Facebookshare to facebook Tweetshare to twitter Share on LinkedInshare to linkedin Apply Now > A world leader in the field of in vitro diagnostics for more than 60 years, bioMerieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety. In North America we have more than 6,200 team members across 11 sites or subsidiaries, including Salt Lake City-based BioFire Diagnostics and one subsidiary in Montreal, Canada. Come and join a family-owned global company with a long-term vision, and a human-centered culture. 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 an 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 of part instrument qualification (IQ and OQ). Participate to 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, assists customers in basic methods of operation, maintenance and instrument repair procedures. Diagnosis and repair instrument malfunctions and ensures 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 of the at site first level of maintenance and coach customers and bioMerieux subsidiaries on local support procedures and activities. Assure a smooth and proper link with the corresponding departments (IU, GICS, Third Parties). Assure customer satisfaction and report client feedback : manage and track hardware complaints in the CRM, drive investigations and propose customized solutions. Assure 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 product: Assure 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. Assure primary remote or exceptionally at site occasional support for some international strategic customers Integrate a matrix management organization, demonstrate a 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 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: Bachelors 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 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. Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site or contact us at . BioMerieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMerieux's or its affiliates' application process by contacting us via telephone at , by email at , or by dialing 711 for access to Telecommunications Relay Services (TRS). 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