World leader in the field of in vitro diagnostics for over 55 years, bioMérieux conceives, develops, produces and markets diagnostics solutions (systems, reagents, software and services) intended for clinical and industrial applications, which determine the origin of a disease or a contamination to improve the health of patients and insure consumer safety.
bioMérieux is present in 43 countries and serves more than 160 countries with the support of a large network of distributors.
Its corporate headquarters are located in Marcy l’Etoile, near Lyon, in France. Joining bioMérieux, is choosing to join an innovative company with a long term vision, committed to the service of public health and carried out with a humanistic corporate culture.
We look for candidates whose motivation is to invest in themselves, in the projects of the future and to participate in a collective adventure led by a pioneering spirit.
We have the commitment to offer our collaborators a working environment which encourages team spirit, with priority given to training and development with international career opportunities.
Our Group offers numerous possibilities : so come and join the 11,200 bioMérieux employees who have already identified with these values!
IVD Field Service Manager Switzerland / Austria
Responsible for the Field Service Manager to ensure that the bioMérieux Group Strategy towards Customer Orientation, Operational Performance and Profitable Growth is fully implemented and respected within her / his organization, by bringing customer satisfaction to the highest level.
This position reports to the Customer Service Manager Germany, Switzerland, Austria and requires to work in collaboration with the field managers of other countries within the cluster.
Business, development of performance & optimization
Optimize the Service sales performance and achieve Service budget, favoring bioMérieux strategy successful implementation
Determine customer service requirements by maintaining contact with customers; visiting customers; conducting survey, benchmarking best practices (inside and outside Cluster)
Be operational in specified areas and product lines
Liaise very closely with the Marketing, Sales and AS teams to ensure the best service class to our customers (implementation and support)
Ensures new services are known pushed and implemented
Management & development of the team
Manage the team under her / his direct responsibility and ensure communication and exchange to the functional scope, respecting the bioMérieux management rules
Optimize efficiency by allocation of the right level of resources to the tasks under her / his responsibility
Provide the objectives and direction, set up training plan and ensure hiring together with managers reporting to her / him
Develop team and address performance issues in order to optimize team organization and efficiency
Define and prepare team to new technologies and lead change management
Process, reporting & compliance
Ensure that Customer Service is compliant with regards to notifications & corrective actions
Improves customer service quality results by monitoring and analyzing results; implementing changes if needed
Prepare or oversee the preparation of reports and statistics related to the customer service function for upper management (KPIs)
Interact with Manager Cluster to share experience, benchmark best practices, implement the best transversal organization at customer service level
Meet the financial KPIs within the department
Master in Science / Engineering / or adequate Education-Experience
3 years of experience in management position, skilled in organization and technologies
At least 3-year experience in the service of IVD or Medical device
Ability to convince and lead a project on change management
Good knowledge of lab environment and Quality requirements
Fluent in German and English