Global Customer Service Field Specialist - job 2 of 2

As part of the Follow the Sun support structure, you serve as industry SME on impacted product ranges. Provide technical support, troubleshooting, and consultation to customers in order to optimize bioMérieux commercial success and profitability within the marketplace. Participate and contribute to project teams & support industry products. Provide regional Field and Global remote support to industry Customers in the Americas. This will be a remote position with frequent (potentially last-minute) travel to East and West Coast customers.

Primary Dutires:

• Regional service support on bioMérieux systems:
  • Provide remote support, troubleshooting by using digital solutions at your disposal (Vilink or Remote Video Services) to assist our trained customers on their service duties.
  • When required, act as a field resource for the ranges that you are supporting through on-site visit(to be delivered within 48h max from initial customer call).
  • Provide information to the local sales and marketing teams to manage customer satisfaction follow up, track customer spare parts consumption analysis if appliable and inform local customer service when required.
  • Manage you schedule in coordination with your back up to ensure customer support coverage
• Regional service support on bioMérieux systems:
  • Be the voice of the field & escalate to the GiCS (Global Industry Customer Service) on a timely manner when the technical situation required.
  • Active participation on the Follow the Sun community (group of worldwide range experts) with proactive sharing of experiences, assisting to the periodic remote and physical workshop.
  • Regular visit with the Core Team to get inducted in the product life management and maintain a high level of knowledges
• Ensure the Customer satisfaction by:
  • Supporting their requests with a high reactivity and quality by phone
  • • Support the customer agents to troubleshoot, diagnose and repair their systems through remote or on-site assistance.
    • Advise our customers on the best way to use the system and sharing them periodic service analysis (KPI, uptime etc)
    • Manage the customer report of its assigned area by register it into CRM
    • Ensure the traceability of the service delivery

Education and Experience

• • Minimum 3- 5 years of customer service