Global Clinical System Engineer II

bioMérieux • Morrisville, NC

73d

About The Position

The 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. 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.

Requirements

• Bachelor’s degree in a biological science, engineering, or other related field. In lieu of Bachelor's degree, 4+ years of relevant laboratory, engineering, and/or industry experience.
• 4+ years of relevant laboratory, engineering, and/or industry experience.
• Clinical laboratory experience in Microbiology, Molecular Biology and/or Immunoassays experience preferred.
• 3+ years of customer service experience.

Nice To Haves

• 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.

Responsibilities

• 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: 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.
• 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.
• 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.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees