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- Prioritize answering customer inquiries, both internal and external, per established guidelines and documents in ERP system; consult as appropriate with Clinical Applications Specialists, peers, Management, Global Customer Support and Lab IT Specialists.
- Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
- Implement problem solving and troubleshooting techniques to resolve customer concerns raised during installation, operation, and maintenance events.
- Establish and maintain ERP certification.
- Learn bioMrieux products and procedures that are job specific and assist with implementation of new products.
- Learn and develop networking skills to provide connectivity support for our solutions.
- Perform on-call duties as needed to provide 24-hour technical support to customers.
- Participate in revenue generation initiatives through promotion of value-added projects and services.
- Perform all work in compliance with company quality procedures and standards.
- Perform other duties as assigned.
- Scope and Resources Accountability: Provide world class service to customers based in the U.S.; Accomplish annual organizational objectives.
- Financial Indicators (revenue, budget, etc.): Departmental Revenue contributions and OPEX budget control.
- Key Performance Indicators (KPIs): Customer Satisfaction, Service Level, Returned Calls, Call Closure Rate.
- Key Contacts (internal/external) and Interfaces: All necessary internal and external contacts needed to resolve customer questions or complaints.
- Excellent written and oral communication skills.
- Attention to detail and great organizational skills.
- Demonstrated ability to develop a working knowledge on multiple complex electrical systems.
- Proficiency in basic networking skills.
- Proficiency in a variety of computer programs including Microsoft Office Suite.
- Knowledge of bioMrieux products and Salesforce is a plus.
Clinical System Engineer I - Durham, United States - bioMerieux SA Career Site - MULTI-LINGUAL
Description
Description
Primary Duties
Supplemental Data
Training and Education
Associates degree or technical school equivalent in Electronic Technology, Computer Science preferred or equivalent military training or minimum 3 years experience in a related field.
Knowledge, Skills, Abilities