A 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.
Within the Global industry Customer Service (GiCS) department, acting as a Global Senior Field IT Project Leader , you will be at the forefront of delivering to Strategic and Key Pharmaceutical accounts a premium technical consultancy and manage new IT and connectivity projects at customers linked with a new product range dedicated to automation of environmental monitoring.
The position is based in United States of America within the Global Industry Customer Service team with a direct report to the Global Implementation Director Environmental Monitoring Solutions.
In this position, you will analyse and design the best technical solution together with customers and third parties and coordinate the services to deploy it. You participate to all phases of the life cycle of an IT and connectivity service (analyse, design, present, implement, support). You support and approve infrastructure requirements for the considered business application, IT services and connectivity to networks according to the company strategy and to the customers constraints.
As a senior project leader, you assist the Global Project manager in charge of the Implementation at customer for all IT related aspects during pre-sales activities, implementation and handover to support teams, being accountable for scope, timeline, strategy and compliance.
You will work closely with IT & infrastructure experts at customer side from various departments such as IT, Cybersecurity and Data Integrity, as well as Manufacturing, Quality Control, Quality Assurance to understand their specific constraints.
You will provide support the customers during the setup phases and supervise troubleshooting and complaint handling after project delivery. You will be the main coordinator for activities with LIMS providers and third parties for services under your responsibility having the customer satisfaction as your first priority.
Responsibilities :
- Be the first point of contact for building and running the connectivity between customer IT network incl. LIMS and bioMérieux ecosystem composed of analytical instrument, hard or cloud based machines and remote access tools
- Assist with network analysis, design and functions for all wired and wireless network systems including network security and distance maintenance
- Assist with planning, implementation, security and support for all wired and wireless network systems including VLANs, VPN's and WAN including connectivity with LlMS architecture and bridging with other external partners.
- Assist with comprehensive technical documentation and customer presentations for services under your responsibility
- Assist with configuration of the server systems networking and with the network configuration of the virtualization and/or distance maintenance solutions and maximize efficiency while complying with customer requests
- Works collaboratively with all IT staff (internal/ Third parties /customers) for problem resolution and upgrade of installed wired and wireless network systems hardware and software and for implementation of network systems security, hardware, software, connectivity and communication procedures.
- Assist with consultative support on data storage systems and solutions (hard or cloud based)
- Be the voice of customers for contributing to product and services evolution
- Represent the Global Industry Customer Service internally and externally for the considered IT services as well
- Provide the deliverables you are responsible for (Implementation strategy, documentation, training, FAQ, video tutorial, e-learning, Service Launch File...) and contribute to their continuous improvement (digitization)
- Facilitate the skills development and assure knowledge transfer to subsidiaries/distributors/customers
- Evaluate the quality of the training program and the skills level of the trainees
- Provide advanced remote and on-site field support to subsidiaries/distributors/customers
- Contribute to action plans for critical situations and/or working groups
- Perform delocalized trainings
Studies - Experience
- Bachelor or Master degree in computer science, automation or other IT/ technical field
- Minimum of 5 years’ experience servicing as a IT Project Leader / IT Product Manager / Senior IT Engineer in an industrial environment with IT/Connectivity proven track of records in a customer facing environment.
Skills - Qualifications
- Experience in IT-projects or IT-consulting with high sense of priorities
- Strong skills in computer science, networks and LIMS environment
- Experience with Cloud services like AWS, Google Cloud or Azure as an advantage
- Highly focussed customer orientation and ability to deal with third parties
- Strong communication skills (external at customer/ internal)
- Demonstrate autonomy and responsiveness
- collaborative
- Good knowledge about reporting tools incl CRM Sales Force
- French speaking language a plus
- Travel expectation 40% of time across USA. Occasional international travels.
