Clinical Applications Specialist I - Clinical Microbiology

BioFire Diagnostics; Salt Lake City (UT); Remote; USD 45,000 - 80,000; Full time

Job summary

An established industry player is seeking a Clinical Applications Specialist I to deliver exceptional technical support for diagnostic systems. In this phone-based role, you will engage with customers, providing troubleshooting and product education while managing complaints and ensuring satisfaction. Your expertise will contribute to sales growth and a positive work environment, making a significant impact on customer experiences. If you have a background in biological sciences and a passion for customer service, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in laboratory or medical device industry.
• Experience with customer-facing roles and technical support.

Responsibilities

• Provide technical support and training to customers over the phone.
• Manage customer complaints and ensure timely resolution.

Skills

Customer Support

Troubleshooting

Technical Support

Communication Skills

Teamwork

Education

Associate's Degree in Biological Science

Bachelor's Degree in Biological Science

Tools

Salesforce

ERP Systems

Job description

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. The role involves managing the complaint handling process to ensure the timely, accurate resolution of customer complaints and coordinating efforts with other internal and field support teams to provide world-class support for all customers. Promoting teamwork and cooperation, removing barriers to productivity, and creating an enthusiastic/positive work environment are also key responsibilities.

• 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. 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, including the promotion of value-added projects and services.
• Establish and maintain enterprise resource planning (ERP) certification.
• Meet 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 on culture media preferred.
• Networking or LIS/LIMS experience preferred.
• Customer-facing experience preferred.
• Knowledge of bioMérieux products and Salesforce is a plus.