Global Clinical System Engineer II at bioMerieux Inc.

Description The Global Clinical System Engineer II is responsible for end-to-end product ownership and contributing to worldwide serviceability throughout the entire product lifecycle-from successful launches to effective obsolescence management. This role combines complaint handling process, investigation management, technical support excellence including coaching, and contributing to service projects to foster cross-functional alignment, accelerate customer issue resolution, enhance long-term product performance in the field and respond to strategic priorities while addressing regional market dynamics.Working in close cross functional collaboration with R&D, Marketing, Manufacturing/Supply Chain/QA, vigilance and regional (local) teams, this role ensures service strategy definition for the Franchise, operational execution, technical proactivity, and continuous improvement across the product lifecycle to optimize field support and operational excellence, and therefore reach business growth expectations and enhance customer experience.Applies practical knowledge of job area typically obtained through advanced education and work experience. Responsibilities typically include Works independently with general supervision. Problems faced are difficult but typically not complex. May influence others within the job area through explanation of facts, policies and practices. Individual contributor, no direct responsibility for leading others. Facilitate consensus with external parties to bioMerieux through adaptable approaches that rely on explanation and occasionally on persuasion, while encouraging flexibility and compromise where there is a common interest to find solutions.Make minor changes in existing processes and occasionally identify problems and adapt or modify working methods in own role to increase efficiency in day-to-day activities. Problems and issues may be only vaguely defined and require understanding and consideration of other disciplines and job areas.Possesses a broad understanding of service operations, with growing expertise in coordination and efficiencyPrimary DutiesInvestigation & Technical support ownershipManage technical support requests and customer complaints from subsidiaries and Distributors: Provide leadership in delivering effective technical support to subsidiaries and distributors Promote proactive troubleshooting and technical coaching to local ®ional support teamsShare best practices and contribute to project transformation and continuous improvement initiatives based on trend analysesManage and coordinate end-to-end technical investigations with Manufacturing, R&D, and QualityContribute to the Field Action process: contribute in audit preparation - Participate to audit. Follow CAPA activity relative to technical complaints. Participate to FA boardsEstablish and maintain ERP certification: Meet quality plan standards and all departmental KPIs, including those with impact on CHP and serviceService Project Execution & StrategyContribute to services launches & support Coordinate peers for service deliverables (documentation, validation, CSNs, etc.) and service project activities during product development and launch (PDP/G2M/GOM processes), working in alignment with Marketing, Training, and GlobalDeploy service strategies in alignment with Marketing, Training, and Global OperationsContribute in Go-To-Market strategy and support transition to obsolescence phasesRepresent the technical voice of the field to influence upstream and downstream decisions / Go out of marketContribute to other Franchise projects and initiatives as neededHypercare & Lifescience ManagementContribute to hypercare efforts to secure products launches, stabilize product performance, strengthen GO live of our solutions ensuring rapid resolution Contribute to phase out (obsolescence) with associated KPIExperienceBachelor's degree in a biological science, engineering, or other related field. In lieu of Bachelor's degree, 4+ years of relevant laboratory, engineering, and/or industry experience.4+ years of relevant laboratory, engineering, and/or industry experienceClinical laboratory experience in Microbiology, Molecular Biology and/or Immunoassays experience preferred. 3+ years of customer service experience.Knowledge, Skills & AbilitiesKnowledge of bioMerieux products and Salesforce is a plus. Excellent written and oral communication skills. English speakingProficiency in a variety of computer programs including Microsoft Office Suite.Attention to detail, great organizational skills, and ability to multitask in a fast-paced environment.Promotes teamwork and cooperation, previous project management experience a plus.Proven ability to coordinate critical technical investigations and field escalation actions.Experience in cross-functional project coordination (R&D, SC, QA, MFG, Marketing, etc.) and working with global, subsidiaries, distributors.Knowledge with PDP process, G2M, GOM, CHP, Field deployment and post launch service stabilizationThe estimated salary range for this role is between $75,000 - $105,000. 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:A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine optionsCompany-Provided Life and Accidental Death InsuranceShort and Long-Term Disability InsuranceRetirement Plan including a generous non-discretionary employer contribution and employer match.Adoption AssistanceWellness ProgramsEmployee Assistance ProgramCommuter BenefitsVarious voluntary benefit offeringsDiscount programsParental leaves#LI-US#biojobs 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).