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Service Performance Expert / Data Analyst

Biomerieux , Inc. Durham, NC, United States Full-Time
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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. bioMérieux is present in 43 countries and more than 160 countries with the support of a large network of distributors. Its corporate headquarters are located in Marcy l'Etoile, near Lyon, in France. Joining bioMérieux, is choosing to join an innovative company with a long term vision, committed to the service of public health and carried out with a humanistic corporate culture. We look for candidates whose motivation is to invest in themselves, in the projects of the future, and to participate in a collective adventure led by a pioneering spirit. We have the commitment to offer our collaborators a working environment which encourages team spirit, with priority given to training and development with international career opportunities.

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. bioMérieux is present in 43 countries and services more than 160 countries with the support of a large network of distributors. Its corporate headquarters are located in Marcy l'Etoile, near Lyon, in France. Joining bioMérieux, is choosing to join an innovative company with a long term vision, committed to the service of public health and carried out with a humanistic corporate culture. We look for candidates whose motivation is to invest in themselves, in the projects of the future, and to participate in a collective adventure led by a pioneering spirit. We have the commitment to offer our collaborators a working environment which encourages team spirit, with priority given to training and development with international career opportunities. Our Group offers numerous possibilities: so come and join the 11,200 bioMérieux employees who have already identified with these values! Objective: The primary purpose of this position is continuously monitor and improve performance by ensuring standards of quality, consistency, and compliance are maintained. To actively data mine, identify trends and assist in developing business strategies directly to these trends. Main Accountabilities: Service Support: * Performs routine reviews of Cases and Work Orders to ensure Quality Compliance and Good Documentation Standards are maintained * Using Tableau, SAP, CRM formulate business recommendations based on quantifiable data (cost-benefit, forecasting, impact analysis) with effective presentations * Work with the related stakeholders and SMEs to understand the business problems and requirements and collectively come up with data-driven solutions * Strong data analytics skills and understanding * Participate in and/or initiate Special Projects * Provide leadership at the National levels pertaining to company policies, customer management and organizational change. * Develops business intelligence and data modelling standards and guidelines. Field Actions: * Review all Field Actions issued that require work order deployment * Working with the Field Action Sponsor build and implement deployment and training strategies in a timely manner * Calculate implementation and material costs for each Field Action * Create strategy to combine Field Actions and trainings when possible having a technical understanding on the requirements Knowledge base: * Experience in Technical article writing within knowledge base tools * Support the creation of new knowledge articles and manage existing articles in Salesforce * Work directly with Knowledge SMEs across the organization as instructed to review, develop and approve new content and make changes to existing content * Analyze and report on Knowledge Management Metrics within Salesforce to help drive future article creation, drive usage of KM and continue to increase customer satisfaction

Problem analysis and problem resolution at both a strategic and functional level.Excellent interpersonal and diplomacy skills, excellent verbal and written capabilities Qualifications: * Bachelor's degree in Math, Statistics, Computer Science, Engineering or similar discipline, or equivalence of 5 years or more experience in related discipline(s). * 4 - 7 years knowledge and experience in the Service or Sales industry. * Strong analytical skills with the ability to research, collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy * Advanced use of Microsoft Office, SQL and Visual Basics. Preferred experience with Salesforce CRM and Salesforce Service Cloud) * Demonstrate strong leadership skills, able to work independently, effectively multitask to meet deadlines and competing priorities in a fast paced environment. * Strong communication skills. * Travel - 10% bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity
 

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Data Analysis
Business Intelligence
Attention To Detail
Customer Relationship Management
Self Motivation
Presentations

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Service Performance Expert / Data Analyst
Estimated Salary: $90K
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