Job Description

Job Description

The Global Clinical Applications Specialist III (CAS III) is responsible for end-to-end product ownership and leads worldwide serviceability efforts 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 service project leadership 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, strong operational execution, technical proactivity and expertise, 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 advanced knowledge of job areas typically obtained through advanced education and work experience. Responsibilities typically include Managing projects / processes, working independently with limited supervision. Coaching and reviewing the work of lower-level professionals. The problems faced are difficult and sometimes complex. Designs & leads action plans and task forces as needed for critical situations.  

• Individual contributor, no direct responsibility for leading others (potential coaching included)  

• Facilitate and push for consensus with external parties to bioMérieux through adaptable approaches that rely on explanation and persuasion, while encouraging flexibility and compromise where there is a common interest in finding solutions.  

• Identify problems and update or modify working methods in their own role without the benefit of defined procedures to improve efficiency or quality as part of day-to-day activities. Problems and issues may be only vaguely defined and require understanding and consideration of other disciplines and job areas.  

• Applies well-developed expertise in service operations to support efficiency. Proficient in managing service activities and enhancing cross collaboration to ensure customer experience, cost-effective and sustainable service solutions.  

 

Primary Duties

Investigation & Technical support ownership 

• Manage technical support requests and customer complaints from subsidiaries and Distributors
• Drive proactive troubleshooting and technical coaching to local & regional support teams 
• Partner with R&D, MSCQ, and Marketing to ensure a proactive “support and resolution” approach for product brands
• Share best practices and contribute to and lead project transformation and continuous improvement initiatives based on trend analyses
• Own and drive end-to-end technical investigations with Manufacturing, R&D, and Quality
• Contribute heavily to the Field Action process: Drive CAPA activity relative to technical complaints. Drive FA boards Be THE referent in case of audit and lead the audit preparation – 1st line of contact in case of audit
• Establish and maintain ERP certification: Meets quality plan standards and all departmental KPIs, including those with impact on CHP and service
• Monitor post-launch field service indicators to secure long-term customer satisfaction
• Makes decision and action plans: Executes, Advises, Proposes, Develops and Reviews service delivery offers and updates  

Service Project Execution & Strategy 

• Designs & leads action plans and task forces as needed for critical situations in services launches & support
• Drive 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
• Define and deploy service strategies in alignment with Marketing, Training, and Global Operations
• Contribute to 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
• Lead other Franchise projects and initiatives as needed 

Hypercare & Lifescience Management 

• Lead hypercare efforts to secure products launches, stabilize product performance, strengthen GO live of our solutions ensuring rapid resolution
• Lead phase out (obsolescence) with associated KPI 

 

Experience

• Bachelor’s degree in a biological science or other related field.
• 5+ years of professional related experience to include
  • Direct customer service experience.
  • Clinical laboratory experience in Microbiology, Molecular Biology, and/or Immunoassays preferred. 
    
    

Knowledge, Skills & Abilities

• Experience with bioMérieux products and Salesforce is preferred. 
• 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.
• Proven ability to lead critical technical investigations and field escalation actions.
• Influence and leadership skills in a global, matrixed worldwide environment
• Strong knowledge in PDP process, G2M, GOM, CHP, field deployment, and post-launch service stabilization
• Experience in cross-functional project coordination (R&D, SC, QA, MFG, Marketing, etc.) and working with global, subsidiaries, distributors.
• Previous experience training other team members, project management, and contributing to process enhancements.  

 

The estimated salary range for this role is between $85,000 and $120,000 per year. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux’s bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate’s experience and will be presented in writing at the time of the offer.

In addition, bioMérieux offers a competitive Total Rewards package that may include:

• A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
• Company-Provided Life and Accidental Death Insurance
• Short and Long-Term Disability Insurance
• Retirement Plan including a generous non-discretionary employer contribution and employer match.
• Adoption Assistance
• Wellness Programs
• Employee Assistance Program
• Commuter Benefits
• Various voluntary benefit offerings
• Discount programs
• Parental leaves

 

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PandoLogic. Keywords: Clinical Applications Specialist, Location: Hazelwood, MO - 63042

Job Tags

Temporary work, Work experience placement, Work at office, Local area, Worldwide,

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