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Global Clinical System Engineer II
bioMerieux
- O'Fallon, Missouri, United States
- O'Fallon, Missouri, United States
About
Working in close cross functional collaboration with R&D, Marketing, Manufacturing/Supply Chain/QA, vigilance and regional (local) teams, this role ensures service strategy definition for the Franchise, operational execution, technical proactivity, and continuous improvement across the product lifecycle to optimize field support and operational excellence, and therefore reach business growth expectations and enhance customer experience. Applies practical knowledge of job area typically obtained through advanced education and work experience. Responsibilities typically include Works independently with general supervision. May influence others within the job area through explanation of facts, policies and practices. Possesses a broad understanding of service operations, with growing expertise in coordination and efficiency.
Manage technical support requests and customer complaints from subsidiaries and Distributors: Promote proactive troubleshooting and technical coaching to local ®ional support teams Share best practices and contribute to project transformation and continuous improvement initiatives based on trend analyses Manage and coordinate end-to-end technical investigations with Manufacturing, R&D, and Quality Contribute to the Field Action process: contribute in audit preparation - Participate to audit. Follow CAPA activity relative to technical complaints. Meet quality plan standards and all departmental KPIs, including those with impact on CHP and service
Service Project Execution & Strategy and service project activities during product development and launch (PDP/G2M/GOM processes) Deploy service strategies in alignment with Marketing, Training, and Global Operations Represent the technical voice of the field to influence upstream and downstream decisions / Go out of market Contribute to other Franchise projects and initiatives as needed
Contribute to hypercare efforts to secure products launches, stabilize product performance, strengthen GO live of our solutions ensuring rapid resolution Training and Education ~ Bachelor’s degree in a biological science, engineering, or other related field.
Direct customer service experience ~ Clinical laboratory experience in Microbiology, Molecular Biology and/or Immunoassays
Knowledge of bioMérieux products and Salesforce is a plus. English speaking. Proficiency in Microsoft Office Suite. Experience in cross-functional project coordination. Knowledge with PDP process, G2M, GOM, CHP, Field deployment and post launch service stabilization.
Domestic travel required up to 10% of time. International travel required up to 10% of time.
This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux’s bonus program. Actual compensation within this range is determined based on the successful candidate’s experience and will be presented in writing at the time of the offer. A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options Company-Provided Life and Accidental Death Insurance Short and Long-Term Disability Insurance Retirement Plan including a generous non-discretionary employer contribution and employer match. Employee Assistance Program
Languages
- English
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