Field Information Technology Specialist Middle East & Saudi Arabia

Location: Riyadh, Saudi Arabia
Position Type: Unfixed Term

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

In our Customer Service organization, the FIT will be in the field supporting distributors team to improve their ability to deal effectively and efficiently with all customers and be able to manage customers’ expectations appropriately with the objective of achieving customer satisfaction.

The FSE assist the local Area Distributor Managers in developing the Service business, promoting the value and benefits of service agreements and in implementing and following-up dedicated service offer to distributors.

What will your responsibilities within bioMérieux?

• Be the referent and expert for all Connectivity intervention and complaints towards all our export distributors in Middle East and Saudi Arabia
• Provide efficient on-site and second line support for dealers and end users. Follow on cases sent from Support center
• Transfer the technical knowledge to distributors and resolve complex issue and advanced troubleshooting
• Visit customers in the field to understand their needs by building a professional relationship through offering guidance and assistance/rectification to matters raised and to understand the scope of problems Help to solve service business issues. This might involve occasional weekend/evening working.
• Give insight when needed on Distributor Customer Service team organization, up to identifying individual training requirements and to advise appropriate training.
• Assist the ADMs with day to day business and Distributors’ requirements.
• Promote the value and benefits of service agreements.
• Work within the guidelines of the Global Customer Service and Regional standards / processes.
• Liaise with GCS, ADV, DI & supply chain and monitor the progress of works and customer satisfaction and give feedback upon completion.
• Ensure distributors FSE/FAS/FIT skilled on all connectivity expertise (knowledge assessment, training plan to be defined an executed)
• Ensure efficient deployment of IT project for update and new launches

Who are you?

You maintain a smartly presented, polite, diligent, positive and professional attitude at all times; demonstrate knowledge and build customer confidence.

You have experience in the field of IT and laboratory connectivity management (LIS, middleware)

You take ownership of queries and resolving complex issues and escalating issues with high complexity to ensure overall product performance. Ensure quality and correct implementation of the company’s processes.

At all times, comply with company policies, procedures, compliance and instructions.

You contribute to improving the business, protecting and enhancing the reputation of the company, by putting forward new ideas and, when requested to do so, implementing change

Studies and Experience:

• Associate Degree or technical school equivalent in Electronic Technology, Computer Science, healthcare science or Information Technology.
• Holds over 4-6 years of experience in the field or in a related area.
• Knowledge/experience working with distributors is a plus
• Familiar with standard concepts, practices, and procedures within a particular field.
• Performs a variety of tasks and must be proficient in computer operation and network/connectivity field. Software operating systems experience helpful. Must be proficient in Windows and MS Office, with knowledge of host/remote communications and network systems.
• Requires experience in troubleshooting skills, and experienced in resolving customer problems with providing high level of customer satisfaction.
• Good communication skills, including capacity to adjust communication
• Flexibility to travel with a short notice;
• Fundamental knowledge of the principles and practices of laboratory operations.
• English & Arabic are mandatory, and French is a plus
• Able to operate in an organized manner in an autonomous environment
• Able to effectively communicate with internal and external associates

Skills and Qualifications:

• Effective working relationships are an essential part of daily working life. The focus in this role is both; Internal: Colleagues within and with other Division and External: Distributors, Customers, Contractors and Sub contractors.
• Ability to handle simple to complex connectivity maintenance
• Action plan definition to the solving of IT and connectivity project and breakdown
• Pilot transversal mission on the long run
• Develop & retain business

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.