New

Global Field IT and Service Engineer

bioMerieux Inc.
United States, North Carolina, Durham
100 Rodolphe Street (Show on map)
May 30, 2025
Global Field IT and Service Engineer Location: Field, United States Position Type: Unfixed Term Job Function: Customer Service Share: share to e-mail Share on Facebookshare to facebook Tweetshare to twitter Share on LinkedInshare to linkedin Apply Now > A world leader in the field of in vitro diagnostics for more than 60 years, bioMerieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety. In North America we have more than 6,200 team members across 11 sites or subsidiaries, including Salt Lake City-based BioFire Diagnostics and one subsidiary in Montreal, Canada. Come and join a family-owned global company with a long-term vision, and a human-centered culture. Description 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 bioMerieux 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 bioMerieux 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 Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at recruitment@biomerieux.com. BioMerieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at recruitment@biomerieux.com, or by dialing 711 for access to Telecommunications Relay Services (TRS). Share: share to e-mail Share on Facebookshare to facebook Tweetshare to twitter Share on LinkedInshare to linkedin Apply Now >