"Alerted.org

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

+ Bachelor's degree required

+ 4 years of experience will be accepted in lieu of a degree

Experience

+ 7+ years of professional related experience.

+ Experience servicing as applied IT specialist a System Engineer with skills in computers and networks

+ Experience with Cloud service like AWS, Google Cloud or Azure preferred

+ Knowledge of Windows Servers and Workstations IS A MUST. Experience with Middleware and connectivity of lab equipment is A BIG PLUS

+ Good knowledge about reporting tools including CRM

+ English fluent, French or other European language is a plus

Knowledge, Skills & Abilities

+ Must be a very organized individual with the ability to clearly document their work in accordance with office procedures

+ Excellent customer service skills and an ability to clearly explain technical issues to non-technical persons. Must be able to communicate clearly and professionally via phone, email and in person.

+ Ability to work effectively in a multi-disciplinary and multi-cultural, collaborative team environment or independently with minimal direction

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, bioMérieux offers a competitive Total Rewards package that may include:

+ 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.

+ Adoption Assistance

+ Wellness Programs

+ Employee Assistance Program

+ Commuter Benefits

+ Various voluntary benefit offerings

+ Discount programs

+ Parental leaves