Global Customer Service Specialist

Global Customer Service/Investigation Specialist (bioMerieux, Inc., Philadelphia, PA)

Develop and deliver second-level emergency support training for subsidiaries and distributors, focusing on complaint resolution, answering inquiries, and providing suggestions to enhance service delivery. Facilitate field support training for subsidiaries and distributors, ensuring they can address customer needs promptly and efficiently, while maintaining high customer satisfaction through technical problem-solving. Design and implement training programs to handle complex scenarios, emphasizing end-to-end solutions that impact operational, financial, human, and customer satisfaction metrics. Collaborate with cross-functional teams (R&D, SE&S, Production, Site QA) to design and integrate training that addresses complex situations, harmonizes investigation workflows, and resolves issues across departments. Help create action plans in response to critical situations and develop targeted training programs to help teams resolve high-stakes challenges effectively. Integrate customer feedback into training content, ensuring the "voice of the customer" is reflected in service delivery and training strategies to support company growth and profitability. Update training materials and service tools regularly to reflect current products, services, and best practices. Facilitate and develop learning plans, including coaching and training programs for subsidiaries and distributors to improve their ability to deliver services at customer sites. Coach subsidiaries/distributors on customer support desk activities, troubleshooting techniques, and remote problem-solving strategies. Develop and update support tools and training materials for subsidiaries and distributors, including troubleshooting guides, FAQs, KPIs, and trend analysis reports to optimize local service delivery. Work with project teams to ensure that customer service actions, including reviewing service manuals and new product introduction checklists, align with service delivery and training goals. Assist with the launch of new services and products by developing training modules and content to ensure successful service delivery and customer satisfaction. Develop and facilitate customized learning plans for subsidiaries to address specific regional needs, incorporating field coaching and virtual instruction. Assist regional trainers to ensure that training delivery aligns with global customer service standards and implementation at regional hubs. Domestic & International travel may be required up to 10% of the time for trainings. Telecommuting permitted 2 days per week. When not telecommuting, must report to 1201 Normandy Place, Philadelphia, PA 19112.Salary: $88,800 - $115,700 per year.

MINIMUM REQUIREMENTS: Bachelor’s degree or U.S. equivalent in Biology, Biochemistry, Engineering, or a related field, plus 5 years of professional experience as a Customer Service Specialist, Application Specialist, or any occupation, job title, position providing field support involving customer service in multiple regions.

Must also have experience in the following: 5 years of professional experience assisting with strategic projects that involve customer service improvements, product launches, and operational excellence; 5 years of professional experience evaluating learners, providing actionable feedback, and ensuring learning objectives are met; 3 years of professional experience coordinating with cross-functional teams and contributing to service manual reviews and New Product Introduction, Global Customer Service, and Customer Service Implementation checklists; 3 years of professional experience using customer service management tools including CRM systems (for complaint management) and TWD (for investigation management) and technical platforms related to service delivery and performance monitoring; 3 years of professional experience handling KPIs (Key Performance Indicators) including customer service metrics including Subsidiary Satisfaction Surveys and training evaluations; and 3 years of professional experience utilizing EZ Generator and Synthesia to create digital trainings.