A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 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 ...
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What will be your responsibilities within bioMérieux?
Define & drive the Service Contract Sales strategy to ensure growth and profitability for bioMérieux Africa and meet the defined annual service budget
Conduct market studies in order to position the Service Contract offer in line with customer needs, regulatory & legal processes in different markets
Ensure conformity with quality standards by driving QCV & PM kit order management as well as spare part order management
Provide monthly reports on Service budget achievement for each region
Liaise with local and international teams to ensure swift resolution of distributor and end-customer complaints within the defined SLAs
Enhance the remote resolution rate by driving the implementation of remote customer support tools across Africa regions to ensure efficiency in complaint resolution
Ensure frequent customer visits across the region to understand emerging customer requirements and build relationships with distributors and customers alike
Liaise with local Africa teams to drive the software upgrade & PC/OS Obsolescence strategy & ensure operational efficiency of the Africa Installed Base & accuracy of diagnostics.
Co-ordinate local and international product trainings for bioMérieux Africa service teams and distributor service teams
Liaise with local and global teams towards successful implementation of Customer Support platforms such as CRM, Support Centres and customer self-service tools
Co-ordinate customer satisfaction surveys in liaison with regional Customer Service Managers and manage customer feedback towards service enhancement
Support implementation of various Customer Experience strategies to enhance service delivery in Africa
WHO ARE YOU?
Holder of Bachelor’s Degree in Biomedical Engineering, Medical Technology and/or Medical Science field
3+ Years’ experience in the IVD / Medical / Bio-Medical Science industry
Good knowledge of the laboratory environment
Minimum 3 years’ experience in Sales, Marketing and or Customer Experience
Experience in dealing with customers on an international scale (Africa)
Experience in working with distributors and end-customers
Proficiency in the French language will be an added advantage
Skills and Qualifications:
Sales results oriented with good negotiation skills and a proven track record in upselling & cross-selling products & services
Superior verbal and written communication skills, with an ability for tact and diplomacy
Ability to work in a matrix environment with cross-cultural flexibility
Proven track record in facilitating for customer satisfaction & management of customer queries & complaints
Proficiency in MS Excel & data analysis
Excellent interpersonal, multi-tasking and time-management skills
Ability to work with diverse teams as a team player
Outgoing personality and demonstrated passion for customers
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