bioMérieux
Global Clinical System Engineer II
bioMérieux, Morrisville, North Carolina, United States, 27560
Global Clinical System Engineer II is responsible for end-to-end product ownership and contributing to worldwide serviceability throughout the entire product lifecycle—from successful launches to effective obsolescence management. This role combines 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.
Investigation & Technical Support Ownership
Manage technical support requests and customer complaints from subsidiaries and distributors: Provide leadership in delivering effective technical support to subsidiaries and distributors.
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: participate in audit preparation, CAPA activity relative to technical complaints, and FA boards.
Establish and maintain ERP certification: Meet quality plan standards and all departmental KPIs, including those with impact on CHP and service.
Service Project Execution & Strategy
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.
Hypercare & Lifescience Management
Contribute to hypercare efforts to secure product launches, stabilize product performance, strengthen GO live of our solutions ensuring rapid resolution.
Contribute to phase out (obsolescence) with associated KPI.
Experience
Bachelor’s degree in a biological science, engineering, or other related field; or 4+ years of relevant laboratory, engineering, and/or industry experience.
3+ years of customer service experience.
Clinical laboratory experience in Microbiology, Molecular Biology and/or Immunoassays preferred.
Knowledge, Skills & Abilities
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.
Compensation and Benefits The estimated salary range for this role is between $75,000 - $105,000. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux’s bonus program. The range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate’s experience and will be presented in writing at the time of the offer.
Additional benefits include:
A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
Company-Provided Life and Accidental Death Insurance
Short and Long-Term Disability Insurance
Retirement Plan including a generous non-discretionary employer contribution and employer match.
Adoption Assistance
Wellness Programs
Employee Assistance Program
Commuter Benefits
Various voluntary benefit offerings
Discount programs
Parental leaves
Equal Opportunity Statement BioMérieux 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 BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).
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Investigation & Technical Support Ownership
Manage technical support requests and customer complaints from subsidiaries and distributors: Provide leadership in delivering effective technical support to subsidiaries and distributors.
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: participate in audit preparation, CAPA activity relative to technical complaints, and FA boards.
Establish and maintain ERP certification: Meet quality plan standards and all departmental KPIs, including those with impact on CHP and service.
Service Project Execution & Strategy
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.
Hypercare & Lifescience Management
Contribute to hypercare efforts to secure product launches, stabilize product performance, strengthen GO live of our solutions ensuring rapid resolution.
Contribute to phase out (obsolescence) with associated KPI.
Experience
Bachelor’s degree in a biological science, engineering, or other related field; or 4+ years of relevant laboratory, engineering, and/or industry experience.
3+ years of customer service experience.
Clinical laboratory experience in Microbiology, Molecular Biology and/or Immunoassays preferred.
Knowledge, Skills & Abilities
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.
Compensation and Benefits The estimated salary range for this role is between $75,000 - $105,000. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux’s bonus program. The range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate’s experience and will be presented in writing at the time of the offer.
Additional benefits include:
A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
Company-Provided Life and Accidental Death Insurance
Short and Long-Term Disability Insurance
Retirement Plan including a generous non-discretionary employer contribution and employer match.
Adoption Assistance
Wellness Programs
Employee Assistance Program
Commuter Benefits
Various voluntary benefit offerings
Discount programs
Parental leaves
Equal Opportunity Statement BioMérieux 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 BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).
#J-18808-Ljbffr