
Field IT Specialist
3 days ago
A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For more than 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.
Field IT Specialist (FIT)
In our Customer Service organization, the Field IT Specialist will be in the field supporting IT/connectivity field activities to deal effectively and efficiently with all customer/distributor expectations appropriately with the objective of achieving customer satisfaction.
The FIT will assist the local teams to manage our daily tasks and long-term projects about data/IT while promoting the value and ensuring successful task completion with full customer satisfaction.
What will your responsibilities within bioMérieux?
- Be the referent and expert for all connectivity interventions and complaints towards all our export distributors.
- Provide efficient on-site and second line support for dealers and end users. Follow up on cases sent from the Support Center.
- Transfer technical knowledge to distributors and resolve complex issues through advanced troubleshooting.
- Visit customers in the field to understand their needs by building professional relationships and offering guidance and assistance.
- Provide insights on Distributor Customer Service team organization, identifying individual training requirements and advising on appropriate training.
- Assist business stakeholders with day-to-day operations.
- Promote the value and benefits of service agreements.
- Work within the guidelines of the Global Customer Service and Regional standards/processes.
- Liaise with Global/Local Customer Service, Marketing, Sales teams, monitor the progress of works, and ensure customer satisfaction, providing feedback upon completion.
- Ensure distributors' field service and application teams are skilled in all connectivity expertise (knowledge assessment, training plan to be defined and executed).
- Ensure efficient deployment of IT projects for updates and new launches.
Who are you?
- Minimum bachelor's degree or technical school equivalent in Electronic Technology, Computer Science, Healthcare Science, or Information Technology.
- 4-6 years of experience in the field or in a related area.
- Familiarity with standard concepts, practices, and procedures within a particular field.
- Proficiency in computer operation and network/connectivity field, software operating systems, with knowledge of host/remote communications and network systems.
- Excellent command of CRM tools and MS Office applications.
- Experience in troubleshooting skills and resolving customer problems while providing a high level of customer satisfaction.
- Good communication skills with internal and external associates.
- Organized, rigorous, autonomous, and able to make decisions.
- Ability to analyze and manage critical inquiries & hard situations.
- Fundamental knowledge of laboratory operations principles and practices.
- Knowledge/experience working with distributors is a plus.
- Ability to travel with a minimum ratio of 80%.
bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression, or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.
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