Global Field Service Engineer

Location: Field, UT, United States Position Type: Unfixed Term Job Function: Customer Service

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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 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 and 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 activitie s but you are... For full info follow application link.

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