A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For more than 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.

bioMerieux has an open position for an IT/Connectivity Specialist to be based in Craponne, FR or in Rennes, FR.

We are looking for an IT/Connectivity Specialist under a permanent contract, who will work within the "Pharma & Quality Control Systems" Investigation Unit of the Global Industry Customer Service (GiCS).

This unit is dedicated to processing customer complaints and questions and is leading the end to end investigations.

As an IT/Connectivity Specialist, you will be responsible for processing all requests coming from subsidiaries and distributors.

What will be your missions ?

• Ensure technical support on our IT products (MYLA, VITEK 2 software, etc...) used by our Industry Pharmaceutical Customers.
• Be responsible and lead the investigations on these product lines.
• Contributes to action plans for critical situations and or contribute to task force
• Coordinate with various cross-functional teams within the organization including QA, Manufacturing, Supply Chain and R&D to investigate incoming enquiries from our subsidiaries and distributors.
• Track/report the status of investigations and escalate concerns to management in a timely manner and make decision/action plans for resolution.
• Perform complaint trend analysis and prepare reports for other departments.
• Provide feedback on product/service issues to R&D, manufacturing and main other range stakeholders.
• Contribute to the design of support tools for subs/distributors to use in the support of customers (troubleshooting, guide, FAQ...).
• Coach subsidiaries/distributors on support desks activities and troubleshooting at customer sites or remotely if necessary.
• Have a key role during audit preparation and participate to the actual audits.
• Contribute to continuously improving processes and products.

What do we expect from a Global IT/Connectivity Specialist - Investigation Leader

• Support our middleware solutions.
• Support our data management solutions.
• Connectivity of our instruments and middleware with the customer's LIMS.
• Integration of our instruments with the customer network environment.
• Deployment of our remote support tools.

Who are you ?

• Graduate of an engineering with experience in customer support and connectivity with 3-5 years relevant experience is similar position
• Knowledge on Windows operating systems.
• Knowledge on networks, middleware and Data Management Software.
• Good communication skills, good team spirit, analysis and synthesis
• Must have good technical writing skills for drafting investigation reports, customer letter and other communications
• You are recognized for your leadership, and your ability to convince and gain buy-in.
• Committed to customer and to service with a sense of urgency and accountability.
• Exposure to Quality and Manufacturing field required with knowledge of root-cause investigations, implementation of CAPA
• Knowledge in ERP functioning and reporting tools (SAP, CRM...)
• Must be proficient in Microsoft Office tools
• High sense of autonomy and used to dealing with priorities and demonstrate reactivity in case of emergencies
• Cross cultural flexibility and customer oriented
• Fluent level of English
• Occasional travel abroad can be required and working hours may sometimes be staggered due to heavy activity with the US.

Strengths that would be a plus

• Knowledge of the laboratory environment.
• Knowledge of the environment of pharmaceutical (including 21 CFR part 11)
• Experienced in resolving customer problems
• Experience in the use of Customer Relationship Management Software
• Experience working with intercultural teams.
• have a basic understanding of cybersecurity

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.