A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics.
For 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health.
Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.
As Customer Support Specialist based in Madrid, you will provide remote technical support & services, including troubleshooting and field action completion to guarantee the best call rate & remote fix rate always with a level of service and trust developing the company's image.
WHAT WILL BE YOUR MISSIONS AT BIOMÉRIEUX?
Serving as the first point of technical contact for customers facing problems related to hardware, software, or network over the phone, email, or remote.
Answer internal/external customers' simple to complex inquiries per established guidelines, document the CRM (Customer Relationship Management) system according to company standards and regulations.
Lead launch/implementation of new systems by learning new products and developing documentation.
Lead the troubleshooting analysis; plan the action response; follow up to ensure customer satisfaction.
Report all events in the CRM to guarantee traceability and customer complaint tracking.
Drive new bioMérieux products and procedures that are job-specific, create documentation and troubleshooting protocols; provide customer training as needed.
Participate in revenue generation initiatives through the promotion of value-added projects and services depending on local strategy.
Cooperate with the technical field team and share information across the organization.
Build positive relationships with customers.
Handle autonomously complex customer calls (L1) and field technical/corrective actions.
Act as a referent in her/his field of expertise and occasionally repair instruments at the customer site.
Coach and/or consult with Application Specialist, System Engineer, Management, Global Customer Support, and Lab IT Support.
Take charge of the implementation of processes for SE Helpdesk, Workshop, and Field activities in partnership with the QA/RA department.
WHO ARE YOU?
Technical degree or certification (electronic computer/biotechnology or relevant field).
3/5 years' experience proven Field Service experience and/or Help Desk technician or other customer support role.
Healthcare industry experience will be a plus.
Tech-savvy with working knowledge of office automation products, databases, and remote control.
IT Skills (network, connections).
Ability to diagnose and resolve basic technical issues.
Proficiency in English, Spanish, and Portuguese will be a plus.
Ability to work flexible shifts during weekends and/or to adapt to changing work schedules.
Ability to provide remote support to clients/customers during weekends and bank holidays.
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