Hotline AS Representative

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

BENELUX CUSTOMER SERVICE:

• Contribute to the development of customer satisfaction and loyalty. Provide the customer with a level of service and trust developing the company’s image.
• Contribute to the development of sales (equipment, reagents, services) in partnership with the sales teams, as well as a profitable customer service.

APPLICATION SPECIALIST (HELPDESK & FIELD) :

• Take in charge and ensure the processing of incoming customer contacts (phone, email ...) for questions or technical claims, taking into account corporate guidelines and local regulations.
• Perform remote support activities to customers: access remotely deploy updates, calibration and adjustment systems (VITEK MS-finetunning ...) ...
• Ensuring the optimal use of bioMérieux products (instruments, reagents, connections, services and other solutions) by the customer, based on corporate guidelines and local regulations.

Missions :

• Hotline : Advise, guide and provide the necessary support to customers who contact the Helpdesk / Hotline.Guarantee an effective answer and follow-up from the first customer contact, and try to fix the issue before an intervention at customer site.Decide to trigger an intervention at customer site by a bioMérieux field representative.
• Field actions : Manage the coordination and implementation of Field Actions (FA)
• Complaint handling process : Record, analyze and deal with customer complaints and questions in accordance with the company guidelines. Perform investigations at customer site. Implement the field actions at customer sites (system corrective update, patch deployment …).
• Quality assurance :Follow the process and use customer complaints management tools, and vigilance, in accordance with company guidelines.
• Reporting :Carry out statistical reports on FA, claims and questions, and propose actions to optimize services.
• Presales phase / demonstration / feasibility studies : as technical expert on the use of bioMérieux systems, in partnership with sales, advise, guide and provide the necessary support to customers in pre-sale phase. Ensure a match between the client needs and the technical capabilities of the bioMerieux solutions. If needed, organize systems demonstrations and feasibility studies (internal / external, final reports).
• System Installation / Customer Training : Perform customer training (product training & scientific training), evaluate the trainees, define training recommendations and actions plans with the customer to ensure the optimal use of the bioMérieux products. For simple system installation (such as FilmArray), perform the system installation and customer training.
• Customer follow-up :Aligned with the strategy (system installation, key opinion leader, big customer…), perform a closed follow-up of the customer (check and define the action plan for an optimal use of the system and service).
• Systems update : Perform the system updates (remotely or on site) and provide the necessary associated support (dedicated training, organization with LIS/LIMS vendor, …).
• Service offer :Propose the service offer (training services, service contracts, ...) to the customer, based on his needs.
• Sale synergy : Inform the sales team on customer opportunities and needs (outdated systems, critical applications, ...). Inform the hierarchy of any customer critical situation.
• Continuous improvement :Analyze documents, tools, processes, organization to make proposals for improving the quality and image of the service, as well as optimize its profitability

Profile sought (not mandatory) - Training / experience type specific skills or knowledge :

• University education or equivalent in microbiology, combined with at least 2 years of laboratory experience.
• Competence and qualifications: strong ability to communicate by telephone and in writing. Reactive, structured, with a sense of urgency

Languages :

Fluent in French, Dutch and profesisonal level of English

Working at bioMérieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment

Our internal mobility policy offers numerous opportunities for each of our 13 000 employees to blossom throughout their career, while respecting each employee’s individual talents as well as their personal and professional development.

At bioMérieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

Helping improve public health around in the world : our mission gives purpose to every profession practiced within the company.

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA.