About the role
The ideal candidate will currently reside within an hour radius of Montreal. Primary Purpose And Overall Objective Of The Job Provide field technical support & service, including installation, preventive and curative maintenances, and field actions at all stages of bioMérieux instruments life cycle to secure and optimize lab operations.
Main Accountabilities
- Perform preventive equipment maintenance and repairs as per the annual planning of the system, providing high-quality customer service experience.
- Install and de-install equipment at the customer's site.
- Inspect, test, and repair bioMérieux instruments and related equipment as per the manufacturers' specifications.
- Manage spare parts with compliance to bioMérieux processes.
- Maintain current instrument-based knowledge by studying/referring to technical manuals
- Attend training sessions (locally and globally) as planned with the National Field Service Manager.
- Collaborate with Customer Service colleagues to improve resolution rate and instrument up time.
- Commit to meeting the customers’ needs for phone support and on-site response times, during and after-hours working schedule.
- Conduct business in full compliance with bioMérieux quality & regulation processes.
- Keep accurate and timely records of all service activities in CRM.
- Develop and retain business, strengthen customer relationship.
- Refer to the more senior FSRs for guidance and support as needed for demanding and complex situations
- Autonomously accomplish simple to complex accountabilities as described above.
- Support and act as a technical expert in partnership with the CS teams (Hotline, FASs, FSRs).
- Handle and resolve technical escalations from the FSRs and the Hotline.
- Contribute to special projects as assigned by the National Field Service Manager.
Typical Studies-Experience, Skills And Qualifications
-
Studies-Experience:
-
Bachelor of engineering (biomedical, electronics, computer sciences, biotechnology) or equivalent with 5+ years of related experience.
-
Skills and Qualifications:
-
Strong communication skills in English and French required
-
Customer and solution oriented.
-
Organized, rigorous and autonomous.
-
Good communication/ presentation skills.
-
Ability to handle CRM (daily functions and running reports as required).
-
Ability to work independently & as a team player.
-
Efficient territory and time management.
-
Experience with implementing connectivity and IT solutions (connection to LIS, data management solutions, etc.).
-
Self-initiative and proactive customer support
About bioMérieux
Pioneering Diagnostics
A world leader in the field of in vitro diagnostics for more than 60 years, bioMérieux is present in 45 countries and serves more than 160 countries with the support of a large network of distributors.
In 2020, revenues reached €3.1 billion, with over 90% of sales outside of France.
bioMérieux provides diagnostic solutions (systems, reagents, software, services) which determine the source of disease and contamination to improve patient health and ensure consumer safety.
Its products are mainly used for diagnosing infectious diseases. They are also used for detecting microorganisms in agri-food, pharmaceutical and cosmetic products.
bioMérieux is listed on the Euronext Paris stock market.
Symbol: BIM – ISIN Code: FR0013280286 Reuters: BIOX.PA/Bloomberg: BIM.FP
About the role
The ideal candidate will currently reside within an hour radius of Montreal. Primary Purpose And Overall Objective Of The Job Provide field technical support & service, including installation, preventive and curative maintenances, and field actions at all stages of bioMérieux instruments life cycle to secure and optimize lab operations.
Main Accountabilities
- Perform preventive equipment maintenance and repairs as per the annual planning of the system, providing high-quality customer service experience.
- Install and de-install equipment at the customer's site.
- Inspect, test, and repair bioMérieux instruments and related equipment as per the manufacturers' specifications.
- Manage spare parts with compliance to bioMérieux processes.
- Maintain current instrument-based knowledge by studying/referring to technical manuals
- Attend training sessions (locally and globally) as planned with the National Field Service Manager.
- Collaborate with Customer Service colleagues to improve resolution rate and instrument up time.
- Commit to meeting the customers’ needs for phone support and on-site response times, during and after-hours working schedule.
- Conduct business in full compliance with bioMérieux quality & regulation processes.
- Keep accurate and timely records of all service activities in CRM.
- Develop and retain business, strengthen customer relationship.
- Refer to the more senior FSRs for guidance and support as needed for demanding and complex situations
- Autonomously accomplish simple to complex accountabilities as described above.
- Support and act as a technical expert in partnership with the CS teams (Hotline, FASs, FSRs).
- Handle and resolve technical escalations from the FSRs and the Hotline.
- Contribute to special projects as assigned by the National Field Service Manager.
Typical Studies-Experience, Skills And Qualifications
-
Studies-Experience:
-
Bachelor of engineering (biomedical, electronics, computer sciences, biotechnology) or equivalent with 5+ years of related experience.
-
Skills and Qualifications:
-
Strong communication skills in English and French required
-
Customer and solution oriented.
-
Organized, rigorous and autonomous.
-
Good communication/ presentation skills.
-
Ability to handle CRM (daily functions and running reports as required).
-
Ability to work independently & as a team player.
-
Efficient territory and time management.
-
Experience with implementing connectivity and IT solutions (connection to LIS, data management solutions, etc.).
-
Self-initiative and proactive customer support
About bioMérieux
Pioneering Diagnostics
A world leader in the field of in vitro diagnostics for more than 60 years, bioMérieux is present in 45 countries and serves more than 160 countries with the support of a large network of distributors.
In 2020, revenues reached €3.1 billion, with over 90% of sales outside of France.
bioMérieux provides diagnostic solutions (systems, reagents, software, services) which determine the source of disease and contamination to improve patient health and ensure consumer safety.
Its products are mainly used for diagnosing infectious diseases. They are also used for detecting microorganisms in agri-food, pharmaceutical and cosmetic products.
bioMérieux is listed on the Euronext Paris stock market.
Symbol: BIM – ISIN Code: FR0013280286 Reuters: BIOX.PA/Bloomberg: BIM.FP