Global Customer Service Specialist

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.

• 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 bioMerieux 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.

• bioMerieux 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.

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site or contact us at .

BioMerieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. 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 BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at , or by dialing 711 for access to Telecommunications Relay Services (TRS).