Global Clinical System Engineer

bioMérieux SA; Marcy-l'Étoile; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

A global diagnostic solutions provider is seeking a Global Clinical System Engineer in Marcy-l'Étoile. This role involves managing technical support and customer complaints, contributing to product service strategies, and ensuring operational excellence throughout the product lifecycle. Candidates should have 4+ years of experience in Clinical laboratory environments, strong customer service background, and excellent communication skills. The position requires domestic and international travel up to 10%.

Qualifications

• 4+ years of relevant Clinical laboratory experience in Microbiology, Molecular Biology and/or Immunoassays.
• 3+ years of customer service experience.
• Attention to detail, great organizational skills, and ability to multitask.

Responsabilités

• Manage technical support requests and customer complaints.
• Promote troubleshooting and technical coaching.
• Contribute to Field Action process and participate in audits.

Connaissances

Clinical laboratory experience

Customer service experience

Excellent written and oral communication skills

Proficiency in Microsoft Office Suite

Teamwork and cooperation

Multitasking in fast-paced environment

Formation

4+ years of experience in Microbiology, Molecular Biology, or related field

Outils

Salesforce

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 Global Clinical System Engineer in Marcy l'étoile who will be responsible for end‑to‑end product ownership and contributing to worldwide serviceability throughout the entire Product lifecycle—from successful launches to effective obsolescence management.

You will combine 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.

What will be your mission?

• Manage technical support requests and customer complaints from subsidiaries and Distributors: Provide leadership in delivering effective technical support to subsidiaries and distributor,
• Promote proactive troubleshooting and technical coaching to local &regional support teams,
• Share best practices and contribute to project transformation and continuous improvement initiatives based on trend analyses,
• Manage and coordinate end‑to‑end technical investigations with Manufacturing, R&D, and Quality,
• Contribute to the Field Action process: contribute in audit preparation - Participate to audit. Follow CAPA activity relative to technical complaints. Participate to FA boards,
• Establish and maintain ERP certification: Meet quality plan standards and all departmental KPIs, including those with impact on CHP and service,
• Contribute 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 Global,
• Deploy service strategies in alignment with Marketing, Training, and Global Operations,
• Contribute in Go‑To‑Market strategy and support transition to obsolescence phases,
• Represent the technical voice of the field to influence upstream and downstream decisions / Go out of market,
• Contribute to other Franchise projects and initiatives as needed,
• Contribute 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 KPI.

Who are you?

• 4+ years of relevant Clinical laboratory experience in Microbiology, Molecular Biology and/or Immunoassays experience preferre, or engineering, and/or industry experience.
• 3+ years of customer service experience.
• Knowledge of bioMérieux products and Salesforce is a plus.
• Excellent written and oral communication skills. English speaking
• Proficiency 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 stabilization
• Domestic travel required up to10 % of time
• International travel required up to10% of time

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.