Field Service Representative

3 days ago

BasSaintLaurent, Canada bioMérieux Full time

Primary Purpose and Overall Objective of the Job:

Provide field technical support & service, including installation, preventive and curative maintenances, and field actions at all stages of bioMérieux instruments life cycle to secure and optimize lab operations.

Main Accountabilities:

  • Perform preventive equipment maintenance and repairs as per the annual planning of the system, providing high-quality customer service experience.
  • Install and de-install equipment at the customer's site.
  • Inspect, test, and repair bioMérieux instruments and related equipment as per the manufacturers' specifications.
  • Manage spare parts with compliance to bioMérieux processes.
  • Maintain current instrument-based knowledge by studying/referring to technical manuals
  • Attend training sessions (locally and globally) as planned with the National Field Service Manager.
  • Collaborate with Customer Service colleagues to improve resolution rate and instrument up time.
  • Commit to meeting the customers' needs for phone support and on-site response times, during and after-hours working schedule.
  • Conduct business in full compliance with bioMérieux quality & regulation processes.
  • Keep accurate and timely records of all service activities in CRM.
  • Develop and retain business, strengthen customer relationship.
  • Refer to the more senior FSRs for guidance and support as needed for demanding and complex situations
  • Autonomously accomplish simple to complex accountabilities as described above.
  • Support and act as a technical expert in partnership with the CS teams (Hotline, FASs, FSRs).
  • Handle and resolve technical escalations from the FSRs and the Hotline.
  • Contribute to special projects as assigned by the National Field Service Manager.

Typical Studies-Experience, Skills and Qualifications:

  • Studies-Experience:
    • Bachelor of engineering (biomedical, electronics, computer sciences, biotechnology) or equivalent with 5+ years of related experience.
  • Skills and Qualifications:
    • Strong communication skills in English and French required
    • Customer and solution oriented.
    • Organized, rigorous and autonomous.
    • Good communication/ presentation skills.
    • Ability to handle CRM (daily functions and running reports as required).
    • Ability to work independently & as a team player.
    • Efficient territory and time management.
    • Experience with implementing connectivity and IT solutions (connection to LIS, data management solutions, etc.).
    • Self-initiative and proactive customer support

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