Field IT and Service Engineer EMEA

bioMérieux; Craponne; Sur place; EUR 40 000 - 80 000; Plein temps

Résumé du poste

Une entreprise familiale et mondiale recherche un Ingénieur IT et Service sur le terrain pour fournir un support technique premium aux clients de l'industrie. Ce rôle essentiel implique l'intégration de produits de diagnostic, la mise en œuvre de réseaux et la gestion des besoins de service des clients. Vous travaillerez en étroite collaboration avec des équipes multidisciplinaires pour assurer la satisfaction des clients tout en respectant les réglementations de l'industrie pharmaceutique. En tant qu'expert technique, vous serez responsable de la formation et du soutien des clients, garantissant ainsi un service de haute qualité. Rejoignez cette entreprise innovante et contribuez à améliorer la santé publique à travers des solutions de diagnostic de pointe.

Qualifications

• Minimum 2 ans d'expérience dans le service de la gamme Pharma de bioMérieux.
• Connaissance approfondie des systèmes informatiques et des réseaux en environnement pharmaceutique.

Responsabilités

• Intégrer les produits de diagnostic bioMérieux chez les clients en fournissant un support technique premium.
• Diagnostiquer et réparer les dysfonctionnements des instruments et assurer leur fonctionnement optimal.

Connaissances

Support technique

Service client

Compétences en informatique

Réseautage

Sécurité de l'information

Maintenance des instruments

Documentation

Adaptabilité

Formation

Diplôme de Bachelor en informatique

Diplôme d'ingénieur spécialisé en informatique

Outils

Windows Server

Active Directory

CRM

AWS

Google Cloud

Azure

Description du poste

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For more than 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 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.

We are looking for a Field IT and Service Engineer EMEA based in Craponne, within the EMEA Regional Industry Customer Service (RiCS) department, with strong interactions with the Global Industry Customer Service (GiCS) and who 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 EMEA region Globally. The Pharma Quality Control Market for bioMérieux includes, but is not limited to, Cell and Gene Therapy, Bioproduction, Traditional Sterile, Compounding Pharmacies and Blood Banks.

Routine internal contacts with Subsidiaries, 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.

Field IT and Service Engineer EMEA is at the forefront of delivering to Industry customers a premium technical support including system and IT Support such as networking and information security.

You will provide technical support to direct and indirect bioMérieux customers and to bioMérieux subsidiaries, manage all service needs of its assigned base of customers with customer satisfaction as the priority.

What will be your missions?

1. Integrate bioMérieux diagnostic products at new or existing customer facilities by providing a premium technical support to Industry customers.
2. Participate in network and connectivity implementation with the customer IT representative on-site and with the third party, being the technical interface with our suppliers (system & software).
3. Give support to the project lead in charge acting as a hardware expert and being the technical referent for the system.
4. Execute installation while following the implementation plan. Install hardware and software and participate in the IT network integration in the customer environment, perform commissioning.
5. Act as an IT and hardware expert for all technical activities in link with the lab equipment in a customer-facing environment.
6. Assist 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.
7. Diagnose and repair instrument malfunctions and ensure that instruments operate optimally in all performance areas.
8. Provide remote and on-site support and troubleshooting for hardware and software.
9. Assure customer satisfaction: manage and track hardware, IT and software complaints in the CRM, troubleshoot and propose customized solutions. Assure primary support for the solution to customers and advanced support to subsidiaries activities linked with.
10. Represent the Regional Organization internally and externally for the considered range of product: provide feedback on product performances or customer needs to the relevant internal stakeholders. Transfer knowledge to subsidiaries/distributors/customers and provide on-site field support acting as a coach.

Who are you?

1. Bachelor’s degree or Engineer degree specialized in IT with a good level and understanding of electronics/engineering.
2. Minimum of 2 years previous experience servicing bioMérieux Pharma range or minimum of 5 years equivalent experience servicing as applied IT specialist or as a System Engineer with skills in computers and networks within a Pharma environment.
3. Experience with Cloud services like AWS, Google Cloud or Azure is an advantage.
4. Thorough knowledge of pharmaceutical industries and related regulation and environment including qualification procedures.
5. English fluent, French or other European language is a plus.
6. In-depth knowledge of Active Directory and Group Policy.
7. Knowledge of Windows Servers and Workstations is a must. Experience with Middleware and connectivity of lab equipment is a big plus.
8. Ability to work effectively in a multi-disciplinary, collaborative team environment or independently with minimal direction.
9. 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.
10. Must be a very organized individual with the ability to clearly document their work in accordance with office and quality procedures.
11. Good knowledge about reporting tools including CRM.
12. Ability to interact with multi-cultural teams.
13. Customer oriented with a customer service spirit.
14. Adaptability.

Travel time up to 40% across the region, some occasional travels outside of the region may happen.

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.