Global Field IT and Service Engineer

Description

Position Summary

The Global Field IT and Service Engineer is at the forefront of delivering to Strategic and Key Pharmaceutical accounts a premium technical support including IT Support such as networking and information security. This position provides technical support to customers directly and to bioMerieux subsidiaries, manages all service needs of its assigned base of customers with customer satisfaction as the priority.

Primary Duties

• Integrate bioMerieux diagnostic products at new or existing customer facilities by providing a premium technical support at installation to pharmaceutical customers.
• Participate to network and connectivity interface with the customer IT representative on-site and with the third party, being the technical interface with our suppliers (system & software)
• Give support to the Global project manager in charge acting as a hardware expert and being the technical referent for the system.
• Execute installation and qualification while following the implementation plan : Manage shipment and reception of systems according to the applicable regulations and procedures. Install hardware and software in the customer environment and be responsible of part instrument qualification (IQ and OQ).
• Assists customers in basic methods of operation, maintenance and instrument repair procedures, connectivity of the lab equipment to Laboratory Information Management System (LIMS), network infrastructure and security questions.
• Diagnose and repair instrument malfunctions and ensures that instruments operate optimally in all performance areas.
• Act as an IT expert for all technical activities in link with the lab equipment in a customer facing environment.
• Provide remote and on-site support and troubleshooting for hardware and software
• Assure customer satisfaction and report client feedback : manage and track hardware and Software complaints in the CRM, drive investigations and propose customized solutions. Assure primary support for the solution to customers and advanced support to subsidiaries activities linked with.
• Represent the Global Organization internally and externally for the considered range of product : Assure customer (internal / external) trainings and conceive the related documentation and tools. Transfer knowledge to subsidiaries / distributors / customers and provide on-site field support acting as a coach.
• Perform all work in compliance with company quality procedures and standards.
• Performs other duties as assigned.

Education & Training

Experience

Knowledge, Skills & Abilities

Domestic Travel : 55%

International Travel : 5%

The estimated salary range for this role based in Illinois is between $90,000 - $110,000 / year. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux's bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. 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.

In addition, bioMerieux offers a competitive Total Rewards package that may include :

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https : / / careers.biomerieux.com / or contact us at [emailprotected] .

BioMerieux Inc. and its affiliates are Equal Opportunity / Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at [emailprotected] , or by dialing 711 for access to Telecommunications Relay Services (TRS).