Job Description

The Global Clinical Applications Specialist II (CAS 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.  

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.  

• Applies practical knowledge of job  area typically obtained through advanced education and work experience. Responsibilities typically include Works independently with general supervision. Problems faced are difficult but typically not complex. May influence others within the job area through explanation of facts,  policies and practices.  

• Individual contributor, no direct responsibility for leading others.  

• Facilitate consensus with external parties to  bioMérieux through adaptable approaches that rely on explanation and occasionally on persuasion, while encouraging flexibility and compromise where there is a common interest  to find solutions.  

• Make minor changes in existing processes and occasionally  identify problems and adapt or  modify working methods in  own role to increase efficiency in day-to-day activities. Problems and issues may  be only vaguely defined and require understanding and consideration of other disciplines and job areas.  

• Possesses a broad understanding of service operations, with growing  expertise in coordination and efficiency  

 

Primary Duties

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 ®ional 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 

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 

H ypercare &  Lifescience Management  

• 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 

 

Experience

• Bachelor’s degree in  a biological science or other related  field
• 2+ years of professional related experience to include:
  • Direct customer service experience.
  • Clinical laboratory experience in Microbiology, Molecular Biology and/or Immunoassays experience preferred
  • Computer science experience and/or troubleshooting experience with LIMS systems strongly 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

 

The estimated salary range for this role is between $72,000 and $97,000/year. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux’s bonus program. This 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.

In addition, bioMérieux offers a competitive Total Rewards package that may 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

 

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Job Tags

Temporary work, Work experience placement, Work at office, Local area, Worldwide,

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