Global Field IT and Service Engineer
Job Summary
Job Description
The Global Field IT and Service Engineer provides premium technical support, including IT support such as networking and information security, to Strategic and Key Pharmaceutical accounts. This position offers technical support to customers and bioMerieux subsidiaries, managing all service needs with customer satisfaction as a priority. Responsibilities include integrating bioMerieux diagnostic products, participating in network and connectivity, providing support to the Global project manager, executing installations, assisting customers with operations and maintenance, diagnosing and repairing instrument malfunctions, acting as an IT expert, providing remote and on-site support, assuring customer satisfaction and providing training.
Must have:
- Integrate diagnostic products at customer facilities.
- Participate in network and connectivity.
- Provide support to the Global project manager.
- Execute installation and qualification.
- Assist customers in operation and maintenance.
- Diagnose and repair instrument malfunctions.
- Act as an IT expert for lab equipment.
- Provide remote and on-site support.
- Assure customer satisfaction.
Good to have:
- Experience with Cloud services like AWS, Google Cloud or Azure.
7 skills required
Job Details
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 Responsibilities
- 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.
CONTEXT OF THE JOB AND MAJOR CHALLENGES:
Within the AMERICAS Regional Industry Customer Service (RiCS) department, with strong interactions with the Global Industry Customer Service (GiCS), you will be part of the Industrial Applications businesses
The job directly affects the short and long-term sales and strategic objectives of the company as it pertains to growing bioMérieux business interests in the AMERICAS and Globally. The Pharma Quality Control market for bioMerieux, Inc. includes, but is not limited to, Cell and Gene Therapy, Bioproduction, Traditional Sterile, Compounding Pharmacies and Blood Banks.
Routine internal contacts with Sales, Marketing, Finance, Customer Service, Customer Support, Field Service, Production, and Supply Chain are required in developing and delivering the value propositions to the customers.
DIMENSIONS OF THE JOB:
- Financial dimensions: The position has an awareness responsibility for revenue and budget
- Human Resources dimensions: This position has no direct reports.
- Key Performance Indicators (KPIs): CS Metrics (i.e. Training evaluations, Operational Excellence KPI).
Training and Education
- Bachelor’s degree required (Engineer or senior technician) specialized in electrical engineering, electronics, IT or other technical field. Master’s degree preferred.
Experience
- Minimum of 2 years previous experience servicing bioMérieux Pharma range or minimum of 5 years equivalent experience servicing as applied IT specialist a System Engineer with skills in computers and networks within a Pharma environment.
- Experience with Cloud services like AWS, Google Cloud or Azure as an advantage
Knowledge, Skills and Abilities
- Thorough knowledge of pharmaceutical industries and related regulation and environment including qualification procedures
- In-depth knowledge of Active Directory and Group Policy.
- Knowledge of Windows Servers and Workstations IS A MUST. Experience with Middleware and connectivity of lab equipments is A BIG PLUS
- Ability to work effectively in a multi-disciplinary and multi-cultural, collaborative team environment or independently with minimal direction
- 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.
- Must be a very organized individual with the ability to clearly document their work in accordance with office procedures
- Good knowledge about reporting tools incl CRM
- English fluent, French or other European language is a plus
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