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Global Customer Service Specialist - Hazelwood, United States - Biomerieux
Description
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.
Qualifications:
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).
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