Biomerieux - Salt Lake City, UT
posted 4 months ago
As a Global Field Service Engineer at bioMerieux, you will play a crucial role in delivering premium technical support to Strategic and Key Pharmaceutical accounts, specifically for a new product range dedicated to the automation of environmental monitoring. Your primary responsibility will be to provide direct technical support to customers and bioMerieux subsidiaries, ensuring that customer satisfaction remains your top priority. You will be involved in the integration of bioMerieux diagnostic products at both new and existing customer facilities, where you will deliver exceptional technical support during the installation process. In this role, you will collaborate closely with the Global project manager, acting as a hardware expert and serving as the technical referent for the system. You will execute installations and qualifications in accordance with the implementation plan, managing the shipment and reception of systems while adhering to applicable regulations and procedures. Your responsibilities will include installing hardware and software in the customer environment and overseeing the qualification of instruments through Installation Qualification (IQ) and Operational Qualification (OQ). You will also participate in establishing network and connectivity interfaces with the customer’s IT representatives and third-party suppliers, acting as the technical interface. During the implementation phase, you will assist customers with basic operational methods, maintenance, and instrument repair procedures. Diagnosing and repairing instrument malfunctions will be part of your duties, ensuring that all instruments operate optimally. At the conclusion of the implementation phase, you will be responsible for training local customer teams on first-level maintenance and coaching both customers and bioMerieux subsidiaries on local support procedures and activities. Your role will also involve managing customer satisfaction by tracking hardware complaints in the CRM, driving investigations, and proposing customized solutions. You will provide primary support to customers and advanced support to subsidiary activities. Additionally, you will represent the Global Organization internally and externally for the product range, conducting customer training and developing related documentation and tools. You will transfer knowledge to subsidiaries, distributors, and customers while providing on-site field support as a coach. As a representative of bioMerieux during the implementation phases, strong communication skills and adaptability are essential. You will need to demonstrate autonomy while fostering a team spirit and effective reporting. Your leadership and proactive approach will be vital in achieving your missions with various stakeholders, including global teams, subsidiaries, distributors, and customers.