Regional Technical Customer Support - L1 (Service Engineer)

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics . For more than 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health . bioMérieux is present in 45 countries and employs nearly 14,000 people. In Asia Pacific, we have more than 1100 employees with presence in 10 countries. Come and join a French family-owned global company with a long-term vision, and a human-centered culture. Responsible for delivering exceptional customer service by managing service requests, troubleshooting known issues remotely, updating customer and system data, and ensuring prompt and effective resolution of complaints. They coordinate case readiness, prepare work orders, check service entitlements, and escalate unresolved issues, all while ensuring a smooth and professional customer experience. Act as the first line of support for incoming service requests and technical issues via phone or email. Accurately identify customer needs by listening actively, asking relevant questions, and confirming understanding. Provide initial troubleshooting and remote assistance using tools like Vilink and video support platforms. Register and manage service cases, verify customer entitlements, and maintain accurate installed base data. Prepare service work orders by determining appropriate skills, tools, and parts for resolution. Coordinate with field teams or escalate complex issues for timely resolution. Ensure consistent and professional communication with customers, addressing concerns with empathy and urgency. Monitor case progress, follow up with customers, and ensure closure with high satisfaction. Continuously update knowledge on products, customer contracts, and service processes.