Global CS Specialist 3
Global CS Specialist 3
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Salary Not Disclosed
1 Vacancy
Job Description
The job of the Global Customer Service 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 CS actions required by the project teams (as example review service manuals and update procedures etc.
- Provides feedback on product/service improvement to GCS PMO
- Contributes to services launches & support.
- Represents bioMrieux as presenter at congresses
- Creates and updates training modules following CS 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: ITComputer/Networking SEEngineering Medical Technology/Clinical Laboratory Science ServiceEducation etc. EE ME BME resumes accepted.
- Software infrastructure and coding experience is preferred.
- Networking support/experience is preferred.
Knowledge and Skills:
- bioMrieux product experience will be highly valued
- Knowledge of or previous experience with: Java WebCore
- Troubleshooting of software and hardware functions
- 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 inclass 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.
- Microbiology/Lab experience a plus.
This role requires up to 40 travel.
Required Experience:
Exec
Employment Type
Full Time
