Position Summary: Ensure customer satisfaction and contribute to service profitability, Provide remote technical & scientific support & services, including troubleshooting and field action completion to guarantee the best remote fix rate. Identify, anticipate and act in order to avoid any disruption affecting customer and patients
Responsibilities: - Answer internal/external customer simple to complex inquiries per established guidelines, document the ERP system according company standards and regulations.
- Lead launch/implementation of new systems by learning new products, develop documentation
- Lead the troubleshooting analysis; plan the action response; follow up to ensure customer satisfaction
- Report all events in the CRM to guarantee traceability and customer complain tracking
- Drive new bioMrieux products and procedures that are job specific, create documentation and troubleshooting protocols; provide training as needed
- Participate in revenue generation initiatives through promotion of value added projects and services depending on local organization
- Ability to onboard new comers
- Develop and provide customers training
- Act as a referent in her/his field of expertise
- Coach and/or consult with Application Specialist, System Engineer, Management, Global Customer Support, and Lab IT Support.
Studies and Experience: - Bachelor/ Master's degree in engineering (electronic computer/biotechnology) with 3-5 years' experience
Skills and Qualifications: - Customer and solution oriented
- Organized, rigorous and autonomous
- Good communication/ presentation skills
- Ability to handle CRM (Dashboard creation)
Job ID: 33545