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Location: Durham, NC, United States
Position Type: Unfixed Term
Job Function: Customer Service
A family-owned company, bioMerieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.
Description
Primary Duties
- Prioritize answering customer inquiries, both internal and external, per established guidelines and documents in ERP system; consult as appropriate with Clinical Applications Specialists, peers, Management, Global Customer Support and Lab IT Specialists.
- Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
- Implement problem solving and troubleshooting techniques to resolve customer concerns raised during installation, operation, and maintenance events.
- Establish and maintain ERP certification.
- Learn bioMerieux products and procedures that are job specific and assist with implementation of new products.
- Learn and develop networking skills to provide connectivity support for our solutions.
- Perform on-call duties as needed to provide 24-hour technical support to customers.
- Participate in revenue generation initiatives through promotion of value-added projects and services.
- Perform all work in compliance with company quality procedures and standards.
- Perform other duties as assigned.
Supplemental Data
- Scope and Resources Accountability: Provide world class service to customers based in the U.S.; Accomplish annual organizational objectives.
- Financial Indicators (revenue, budget, etc.): Departmental Revenue contributions and OPEX budget control.
- Key Performance Indicators (KPIs): Customer Satisfaction, Service Level, Returned Calls, Call Closure Rate.
- Key Contacts (internal/external) and Interfaces: All necessary internal and external contacts needed to resolve customer questions or complaints.
Training and Education
Associate's degree or technical school equivalent in Electronic Technology, Computer Science preferred or equivalent military training or minimum 3 years experience in a related field.
Knowledge, Skills, Abilities
- Excellent written and oral communication skills.
- Attention to detail and great organizational skills.
- Demonstrated ability to develop a working knowledge on multiple complex electrical systems.
- Proficiency in basic networking skills.
- Proficiency in a variety of computer programs including Microsoft Office Suite.
- Knowledge of bioMerieux products and Salesforce 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 or contact us at .
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 , or by dialing 711 for access to Telecommunications Relay Services (TRS).