Global Customer Service Specialist

Business Support Hazelwood, Missouri

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The job of the Global Customer Service Systems Software/IT Engineer is to provide effective support, training & coaching to bioMérieux subsidiaries and distributors and to promote technical voice of customers for product development in order to optimize bioMérieux’s 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 bioMérieux 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.
  • Bachelor’s 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:    
  • bioMérieux 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).   

BioFire Diagnostics, LLC. is an Equal Opportunity/Affirmative Action Employer. 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 BioFire Diagnostics’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).