As HelpDesk Service Engineer Senior 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 the 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, develop 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 customers calls (L1) and fields 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 in charge of the implementation of processes for SE Helpdesk ,Workshop and Field activities in partnership of 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
• Good understanding of computer systems, mobile devices and other tech products
• 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
• Customer and solution-oriented and cool-tempered
• Flexible, take initiatives, team player
• Organized, rigorous and autonomous
• Good communication/ presentation skills
• Ability to handle CRM and reporting creation and follow up
• Available to travel abroad for training purposes