Overview
Primary Purpose and Overall Objective of the Job: Provide field technical support & services, including installation, preventive and curative maintenances, field actions at all stages of instruments life cycle management to secure and optimize lab production.
Responsibilities
- All level: Perform procedures associated with installing, repairing and maintaining on an assigned instrument base, with consistent follow up and customer satisfaction.
- Negotiate and sell the maintenance contracts to private labs, hospitals or industry.
- Answer internal & external customer inquiries and ensure compliance with regulatory through timely and accurate documentation in ERP system.
- Manage spare parts inventory according to quality guidelines.
- From level 10: Ability to handle simple to complex maintenance.
- Contribute to the action plan definition to solving breakdowns with SE or specialist, pilot transversal missions in the long run.
- Develop & retain business, strengthen customer relationship.
Progression levels
- From level 9 : Ability to handle autonomously complex maintenance; Referent and advisor in key strategic ranges at all stage of commercial steps; Support/act as specialists in partnership with support teams (maintenance, L2 support, …); Ability to handle field actions in other subsidiaries/Clusters/Distributors; Coach peers/new comers on new system.
- Level 8 : Act as a technical pillar for sub/clusters; Recognized expertise on the market, ability to interact with KOL; Contribute to project related to her/his field of expertise.
Typical Studies-Experience, Skills and Qualifications
- Studies-Experience : Bachelor/ Master’s degree in engineering (electronics, computer sciences, biotechnology) with 3/5 years’ experience.
- Skills and Qualifications : Customer and solution oriented; Organized, rigorous and autonomous; Good communication/ presentation skills; Ability to handle CRM (reporting and dashboard).
Scope and Resources Accountability
- Scope and Resources Accountability: Manage system and field support of bioMérieux solutions.
- Financial Indicators (revenue, budget, etc.): Service revenues, OPEX, …
- Key Performance Indicators (KPIs): CRM KPI, Customer Satisfaction, Effective and efficient customer support of bMx systems.
- Key Contacts (internal/external) and Interfaces: Managers, Sales Rep, AS and SE specialist; GCS & CSI, External: Laboratory Managers, KOL, Technicians, end user, subcontractors, distributors, legal and compliance authorities.
Language
- Language A: English — Fluent/Intermediate/Basic
- Language B: Local — Fluent/Intermediate/Basic
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