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Global Customer Service Specialist

1 month ago

Hazelwood, United States BioFire Diagnostics Full time

The job of the Global Customer Service Systems Software/IT Engineer is to provide effective support, training & coaching to bioMrieux subsidiaries and distributors and to promote technical voice of customers for product development in order to optimize bioMrieuxs 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 bioMrieux 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:

+ Bachelors 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:

+ bioMrieux 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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