Industry Application Specialist

2 weeks ago

Johannesburg, South Africa bioMérieux sa Full time

A family-owned company, bioMérieux 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 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.

The Application Specialist Industry will provide technical support, training, troubleshooting, scheduled fine tunings of instrument updates or upgrade, contribution to technical components of RFP’s/Tenders/Proposals and consultation to internal and external industrial customers (end-user and subsidiary) for diagnostic test systems marketed by bioMérieux. An Application Specialist Industry promotes teamwork and cooperation, removes barriers which affect productivity, creates an enthusiastic/positive work environment and practices good work ethic.

**What will your duties be?**
- Coordinate and provide technical ongoing support to bioMérieux systems and reagents : pre-installation, technical installation, configurations, connections, training on customer site
- Identify internal and external Food and HPC customer training needs, evaluation of proposed solutions, development of documentation and implementation plans, and successful execution based on established timelines.
- Exhibit mindset of value addition toward food and HPC customers, growing industry portfolio through active communication with sales
- Answer internal and external customer inquiries and ensure documentation in ERP system ; consulting as appropriate with Other Application Specialist, Hotline Service Engineer, Field Service Engineers, Management, Global Customer Support and Customer Complaint Management Center ; being the interface between customers, Quality & Regulatory Affairs Managers and Authorities concerning vigilance processes (FSCA, FCA ) ensuring the follow up and documentation of these processes
- Provide consistent follow up of the Installed Base to ensure customer satisfaction and meet minimum key performance indicators.
- Being a technical referent on his/her product ranges for customers/local/global, works closely together with GCS and sometimes with R&D, and being identified as a key expert on his/her area
- Able to contribute actively to the organization of Symposium or Customers Workshop (part of the Service offer), having a network of KOL
- Monitor the profitability of each solution/systems working closely together with SE and Sales Reps, and propose concrete actions related to support to increase the profitability (technical support, trainings...)
- Perform on-call duties as needed to provide 24-hour technical support to South Africa customers
- Complete projects and tasks in support of organization objectives
- Complete weekly call reports in CRM Salesforce.
- Serve as consultant and trainer for coworkers, taking on a higher level role when requested by management or as needed.
- Grow selected promoted products (SBS A, etc.,) & service contracts.
- Bachelor’s Degree in Biological Sciences or related field with microbiology (eg food technology, microbiology, biotechnology)
- Minimum of 5 years of experience in micro laboratory, QC, Sales, Application and Training operations, workflow analysis at customer labs
- Advanced Technical expertise, good learner, leadership, customer & business oriented, empathy, teamwork with global and local teams, knowledge on accreditation when relevant for the market, flexibility and availability
- Formal training and/or experience with ISO system etc.
- Proficient with Windows OS and MS Office programs. Experience with running digital laboratory equipment and quality data analysis. CRM Salesforce experience will be an advantage.
- Exhibit strong interpersonal and communication skills such as excellent verbal and written capabilities. Patient, well-spoken and can articulate. Must be able to explain complex steps in a process.
- Exhibit good independent decision-making ability, including problem resolution
- Ability to run expert sessions (i.e. Installation Qualification) upon the needs of the customers
- Demonstrate ability to develop and transfer working knowledge

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