The ideal candidate for this position will be based in Salt Lake City, St. Louis, or Durham. Candidates must be willing to work a 9:00am - 6:00pm Mountain Standard Time shift.
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 supports sales growth by delivering exceptional technical support. The role manages the complaint handling process to ensure the timely and accurate resolution of customer complaints and coordinates efforts with other internal and field support teams to provide world-class support for all customers. The position promotes teamwork, removes barriers to productivity, and fosters a positive work environment.
Primary Duties:
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, product education, troubleshooting, and resolutions to ensure customer satisfaction.Initiate, manage, and resolve customer complaints and suggestions, determining if escalation is necessary for further investigation by 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 when new product enhancements are launched requiring training or implementation.Manage product returns when applicable.Maintain competency with bioMérieux products and procedures, and assist with the implementation of new products.Participate in revenue generation initiatives, including promoting value-added projects and services.Establish and maintain ERP certification.Meet quality plan standards and departmental KPIs.Perform work in compliance with company quality procedures and standards.Perform other duties as assigned.Education:
- BS degree in a biological science preferred.
- AAS degree in biological science with a minimum of 2 years' experience in Clinical Microbiology or Molecular Biology accepted.
Experience:
Minimum 2 years of Clinical Microbiology laboratory experience required.Medical device industry experience is a plus.Customer-facing experience preferred.Networking or LIS/LIMS experience preferred.Knowledge, Skills, and Abilities:
Excellent written and oral communication skills.Attention to detail, organizational skills, and ability to multitask in a fast-paced environment.Proficiency in Microsoft Office Suite and other computer programs.Ability to promote teamwork and cooperation.Knowledge of bioMérieux products and Salesforce is a plus.#J-18808-Ljbffr
