Clinical Applications Specialist I - Clinical Microbiology

bioMerieux Inc.; Salt Lake City (UT); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Clinical Applications Specialist I to deliver exceptional technical support for diagnostic test systems. This role involves providing phone-based assistance, managing customer inquiries, and ensuring satisfaction through effective troubleshooting and training. The ideal candidate will have a background in biological sciences and experience in laboratory settings. Join a team that values cooperation and fosters a positive work environment while contributing to sales growth and customer success. This is a fantastic opportunity to make a meaningful impact in the medical device industry.

Qualifications

• 2+ years of lab or medical device experience required.
• Clinical Microbiology lab experience is highly desired.

Responsibilities

• Provide phone-based support for instrument repair and troubleshooting.
• Manage customer complaints and ensure timely resolutions.

Skills

Customer Support

Troubleshooting

Technical Support

Communication Skills

Problem Solving

Education

Associate's degree in Biological Science

Bachelor's degree in Biological Science

Tools

Salesforce

Enterprise Resource Planning (ERP)

Job description

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 bioMerieux, 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. The position promotes teamwork and cooperation, removes barriers to productivity, and fosters a 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. 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 in bioMerieux products and procedures specific to the role and assist with the implementation of new products.
• Participate in revenue generation initiatives, including promoting 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 a minimum of 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 interpreting growth patterns of organisms on clay media preferred.
• Networking or LIS/LIMS experience preferred.
• Customer-facing experience preferred.
• Knowledge of bioMerieux products and Salesforce is a plus.

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