We are looking for a  Field IT and Service Engineer EMEA based in Craponne, within the EMEA Regional Industry Customer Service (RiCS) department, with strong interactions with the Global Industry Customer Service (GiCS) and who will be part of the Industrial Applications businesses.

Field IT and Service Engineer EMEA is at the forefront of delivering to Industry customers a premium technical support including system and IT Support such as networking and information security.

You will provide technical support to direct and indirect bioMérieux customers and to bioMérieux subsidiaries, manage all service needs of its assigned base of customers with customer satisfaction as the priority.

What will be your missions ?

• Integrate bioMérieux diagnostic products at new or existing customer facilities by providing a premium technical support to Industry customers,
• Participate to network and connectivity implementation with the customer IT representative on-site and with the third party, being the technical interface with our suppliers (system & software),
• Give support to the project lead in charge acting as a hardware expert and being the technical referent for the system,
• Execute installation while following the implementation plan. Install hardware and software and participate to the IT network integration in the customer environment, perform commissioning,
• Act as an IT and hardware expert for all technical activities in link with the lab equipment in a customer facing environment,
• Assist customers in basic methods of operation, maintenance and instrument repair procedures, connectivity of the lab equipment to Laboratory Information Management System (LIMS), network infrastructure and security questions,
• Diagnose and repair instrument malfunctions and ensure that instruments operate optimally in all performance areas,
• Provide remote and on-site support and troubleshooting for hardware and software,
• Assure customer satisfaction: manage and track hardware , IT and software complaints in the CRM, troubleshoot and propose customized solutions. Assure primary support for the solution to customers and advanced support to subsidiaries activities linked with

Profile description:

Who are you ?

• Bachelor’s degree or Engineer degree specialized in IT with a good level and understanding of electronics/engineering
• Minimum of 2 years previous experience servicing bioMérieux Pharma range or minimum of 5 years equivalent experience servicing as applied IT specialist or as a System Engineer with skills in computers and networks within a Pharma environment
• Experience with Cloud services like AWS, Google Cloud or Azure is an advantage
• Thorough knowledge of pharmaceutical industries and related regulation and environment including qualification procedures
• English fluent, French or other European language is a plus
• In-depth knowledge of Active Directory and Group Policy
• Knowledge of Windows Servers and Workstations is a must. Experience with Middleware and connectivity of lab equipment is a big plus
• Ability to work effectively in a multi-disciplinary, collaborative team environment or independently with minimal direction
• Excellent customer service skills and an ability to clearly explain technical issues to non-technical persons. Must be able to communicate clearly and professionally via phone, email and in person
• Must be a very organized individual with the ability to clearly document their work in accordance with office and quality procedures
• Good knowledge about reporting tools including CRM
• Ability to interact with multi-cultural teams
• Customer oriented with a customer service spirit
• Adaptability
• Travel time up to 40% across the region, some occasional travels outside of the region may happen