Field IT Specialist II

The Industry Field IT Specialist II implements and supports bioMérieux middleware and instrument software solutions in customer environments. This role involves leading system configuration, deploying remote support tools, and managing software updates and cybersecurity compliance. The specialist integrates solutions with LIMS, troubleshoots issues remotely and onsite, and maintains strong customer relationships. Proactive problem-solving, strong communication, and project management are essential for success in this dynamic field role.

Must Have

• Implement and support bioMérieux IT solutions.
• Coordinate technical teams for IT projects.
• Install software and middleware at customer sites.
• Integrate solutions with customer LIMS.
• Troubleshoot and resolve system issues.
• Respond to field IT service requests.
• Collaborate with customers on system challenges.
• Maintain strong customer relationships.
• Obtain and maintain CRM certification.
• Manage Field IT projects.
• Complete detailed service reports.
• Provide technical assistance to internal customers.
• Comply with company quality procedures.
• Bachelor's Degree in computer networking, cybersecurity or related field.
• 2+ years experience in LIMS interfacing, networking, servers, software, hardware, middleware, OS.
• 2+ years of End-User support experience.

Good to Have

• Experience with bioMerieux systems.
• Experience in Industrial Microbiology.
• Promote value-added projects and services.
• Provide field training for new hires.

Description

Position Summary

The Industry Field IT Specialist II is a critical technical contributor responsible for implementing and supporting bioMérieux middleware and instrument software solutions across varied customer environments. This mid-level field role requires solid experience with IT systems and a collaborative approach to ensure seamless integration with Laboratory Information Management Systems (LIMS) and secure connectivity. The specialist will lead system configuration, deploy remote support tools, and manage software updates and cybersecurity compliance. Success in this role demands proactive troubleshooting, strong communication skills, and the ability to juggle multiple customer-facing projects in a dynamic setting.

Primary Duties

• Coordinates internal and external technical teams to successfully deliver IT implementation projects and solutions for customers.
• Conducts the setup and installation of software and middleware at customer sites or data centers, ensuring systems are properly networked and fully functional.
• Integrates company solutions with customer Laboratory Information Management Systems (LIMS) by managing communication, consulting technical resources, and performing the scope of work.
• Troubleshoots and resolves system issues both remotely and onsite to maintain optimal performance.
• Responds promptly to all field IT service requests, ensuring timely and effective resolution within assigned projects or regions.
• Collaborates with customers to identify system-related challenges, research solutions, and implement corrective actions.
• Maintains strong customer relationships by proactively addressing issues to ensure satisfaction and reliability.
• Provides customers with information about available systems, options, and consumables, and coordinate with sales teams to support ordering.
• Obtains and maintains CRM certification to support service investigations and documentation.
• Supports revenue growth by promoting value-added projects, products, and services.
• Manages Field IT projects by meeting milestones, deadlines, and requirements while keeping stakeholders informed of progress or changes.
• Completes detailed service reports and checklists for every customer interaction to accurately capture system, customer, or test-related issues.
• Provides on-site and remote technical assistance to internal customers (Sales, Field Applications, Field Service, Technical Support Center) via correspondence, phone and in person as appropriate to diagnose difficult connectivity problems as required.
• Provides field training and orientation for new hires as required in all areas of troubleshooting and installation of solutions as needed.
• Perform all work in compliance with company quality procedures and standards.
• Performs other duties as assigned.

Education & Training

• Bachelor's Degree in computer networking, cybersecurity or related field required

Experience Requirements

• 2+ years of professional related experience as it relates to:
• LIMS interfacing, networking support, servers, software applications, hardware, middleware, computers, and operating systems
• End-User support required; systems marketed by bioMerieux a plus.
• Industrial Microbiology or related field preferred

Knowledge, Skills & Abilities

• Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
• Technical learning aptitude to quickly understand and acquire new technical knowledge and skills.
• Effective and efficient problem analysis that leads to high-quality decisions.
• Analyze data and make decisions/recommendations, using data to guide decision-making and provide suggestions for improvement.
• Understand complex information and interpret it accurately, often requiring critical thinking and analysis to grasp the full picture.
• Planning objectives and strategies to achieve them within a set timeline
• Organizing work and resources efficiently to ensure smooth operations
• Troubleshooting issues to identify and resolve problems efficiently
• Demonstrates assertiveness and confidence in the face of a challenge
• Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives
• Effective Presentation Skills - including the ability to present technical data
• Written Communications - including the ability to communicate technical data in written form
• Effective verbal communication skills
• Maintain composure by having the skill of staying calm, focused, and professional in high-pressure or stressful situations.

Working Conditions & Physical Requirements

• Ability to remain in stationary position, often standing, for prolonged periods.
• Ability to ascend/descend stairs, ladders, ramps, and the like.
• Ability to wear PPE correctly most of the day.
• Ability to adjust or move objects up to 50 pounds in all directions.
• Domestic Travel: 60%
• International Travel: 5%