Clinical Applications Specialist I - Clinical Microbiology

16 Hours ago • 2 Years +

Job Summary

Job Description

The Clinical Applications Specialist I (CAS I) provides product applications and technical support to internal and external customers for the diagnostic test systems. This includes training, troubleshooting, and consultation. They support sales growth through technical support, manage the complaint handling process, and coordinate with other teams to provide support for all customers. They prioritize answering customer inquiries, provide product education, troubleshoot issues, and ensure customer satisfaction. They are also responsible for managing customer complaints and suggestions and providing 24-hour technical support.
Must have:
  • Associate's degree in a biological science
  • Minimum 2 years of laboratory/medical device industry experience
  • Clinical Microbiology laboratory experience highly desired
Good to have:
  • BS degree in a biological science preferred
  • Experience with susceptibility testing
  • Experience with reading culture plates, setting up samples and interpretation of growth patterns
  • Networking or LIS/LIMS experience
  • Customer facing experience
  • Knowledge of bioMérieux products and Salesforce

Job Details

Position Summary & Responsibilities:
This is a phone-based support role, where instrument repair and troubleshooting will be conducted remotely or over the phone.
 
The Clinical Applications Specialist I (CAS I) provides product applications and technical support to internal and external customers for the diagnostic test systems marketed by bioMérieux including but not limited to training, troubleshooting, and consultation. This product knowledge is used to support sales growth through delivering exceptional technical support. Manages the complaint handling process to ensure the timely, accurate resolution of customer complaints and will also coordinate efforts with other internal and field support teams to provide world-class support for all customers. Promotes teamwork and cooperation, removes barriers to productivity, and creates an enthusiastic/positive work environment.
  • Prioritize answering customer inquiries, both internal and external, per established guidelines and document in the enterprise resource planning (ERP) system. Provide world class customer support with consistent follow up, deliver product education, troubleshooting, and resolutions to ensure customer satisfaction.
  • Responsible for initiating, managing, and resolving customer complaints and suggestions. Will also determine if a complaint needs to be escalated for further investigation requiring the expertise of other departments.
  • Perform on-call duties as needed to provide 24-hour technical support to customers.
  • Support existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training or implementation.
  • Manage product returns when applicable.
  • Maintain competency of bioMérieux products and procedures that are job specific and assist with implementation of new products.
  • Participate in revenue generation initiatives which include the promotion of value-added projects and services.
  • Establish and maintain enterprise resource planning (ERP) certification.
  • Meets quality plan standards and all departmental key performance indicators (KPIs).
Education, Skills, & Experience:
  • Associate's degree in a biological science with minimum 2 years of laboratory and/or medical device industry experience required.
    • BS degree in a biological science preferred.
  • Clinical Microbiology laboratory experience highly desired
    • Experience with susceptibility testing highly desired 
    • Experience with reading culture plates, setting up samples and interpretation of growth patterns of organisms of clay media preferred 
  • Networking or LIS/LIMS experience preferred.
  • Customer facing experience preferred.
  • Knowledge of bioMérieux products and Salesforce is a plus.
#biojobs

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at recruitment@biomerieux.com.

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at recruitment@biomerieux.com, or by dialing 711 for access to Telecommunications Relay Services (TRS).

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