Clinical System Engineer I

BioFire Diagnostics; Salt Lake City (UT); On-site; USD 54,360 - 90,600; Full time

Benefits offered by this job

Medical, dental and vision plans

Life and AD&D Insurance

Disability Insurance

Retirement plan with employer match

Adoption Assistance

Wellness Programs

Employee Assistance Program

Commuter Benefits

Discount programs

Parental leaves

Job summary

bioMérieux seeks a Clinical System Engineer to provide technical support, training, and consultation for diagnostic systems. You’ll use electrical/mechanical skills to support hardware and collaborate with Clinical Applications Specialists to ensure world-class service.

The role emphasizes customer satisfaction, problem solving, and ERP certification, with on-call duties and potential travel to field offices in Salt Lake City, Raleigh/Durham, or St. Louis.

Qualifications

• Bachelor’s degree or equivalent technical training in a related field.
• 2+ years of professional experience in troubleshooting mechanical, electrical, vacuum, laser systems, or related areas.
• Education substitution: 6+ years of relevant experience accepted.

Responsibilities

• Prioritize and respond to customer inquiries per guidelines; coordinate with Clinical Applications Specialists and others.
• Provide follow-up to ensure customer satisfaction and KPI attainment.
• Apply problem solving and troubleshooting to resolve issues during installation, operation, and maintenance.
• Establish and maintain ERP certification.
• Learn bioMérieux products and assist with new product implementations.
• Develop networking skills to support connectivity for solutions.
• Participate in on-call 24-hour technical support.
• Contribute to revenue via value-added projects and services.
• Adhere to quality procedures and company standards while performing duties.
• Perform other duties as assigned.

Skills

Critical thinking

Adaptability

Time management

Communication

Problem solving

Digital literacy

Networking basics

Multitasking

Organizing

Team collaboration

Education

Bachelor’s degree in Electronics/CS/Biomedical Eng/Mechanical/Electrical/Biotech or related field

6+ years experience in lieu of degree

Biomedical instruments experience preferred

Tools

Salesforce

ERP system

MS Office (Outlook, Word, Excel, Teams)

Job description

Position Summary

Provide technical support, training, troubleshooting, and consultation to internal and external customers for the diagnostic test systems marketed by bioMérieux. Utilize electrical/mechanical skills to provide instrument hardware and technical support for bioMérieux systems. Coordinate efforts with Clinical Application Specialists to provide world-class system support for all internal and external customers. A Clinical System Engineer promotes teamwork and cooperation, removes barriers to productivity, and creates an enthusiastic/positive work environment.

Position Duties

1. Prioritize answering customer inquiries, both internal and external, per established guidelines and documents in ERP system; consult as appropriate with Clinical Applications Specialists, peers, Management, Global Customer Support and Lab IT Specialists.
2. Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
3. Implement problem solving and troubleshooting techniques to resolve customer concerns raised during installation, operation, and maintenance events.
4. Establish and maintain ERP certification.
5. Learn bioMérieux products and procedures that are job specific and assist with implementation of new products.
6. Learn and develop networking skills to provide connectivity support for our solutions.
7. Perform on-call duties as needed to provide 24-hour technical support to customers.
8. Participate in revenue generation initiatives through promotion of value-added projects and services.
9. Perform all work in compliance with company quality procedures and standards.
10. Perform other duties as assigned.

Qualifications

Required Education, Training and Experience

• Bachelor degree required in Electronic Technology, Computer Science, Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Biotechnology, or related field or equivalent technical school or military training.
• 2+ years of professional related experience in troubleshooting in mechanical, electrical, vacuum, laser systems, or related experience required.
• Education Substitution: In lieu of a Bachelor's degree, 6+ years of relevant experience, defined above, is required.
• Experienced in resolving customer problems and providing a high level of customer satisfaction.

Preferred Education, Training and Experience

• Biomedical instruments experience preferred.
• Experience with bioMérieux products and Salesforce a plus.

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• 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.
• Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
• Organizing work and resources efficiently to ensure smooth operations
• Ability to cooperate with others at all levels including leadership
• Effective written and verbal communication skills.
• Skilled in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel
  Advanced: demonstrates deep knowledge; manages complex tasks and integrates multiple tools independently
• Proficiency in basic networking skills.

Working Conditions and Travel

• Ability to remain in stationary position, either sitting or standing, for prolonged periods
• Travel requirements include Domestic travel up to 5%

The estimated salary range for this role in Utah, North Carolina or Missouri is between $63,900 - $90,600. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux's bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate's experience and will be presented in writing at the time of the offer.

In addition, bioMérieux offers a competitive Total Rewards package that may include:

• A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
• Company-Provided Life and Accidental Death Insurance
• Short and Long-Term Disability Insurance
• Retirement Plan including a generous non-discretionary employer contribution and employer match.
• Adoption Assistance
• Wellness Programs
• Employee Assistance Program
• Commuter Benefits
• Various voluntary benefit offerings
• Discount programs
• Parental leaves

This is a site-based position, and the selected candidate will be expected to report to one of our field offices in Salt Lake City, Raleigh/Durham or St. Louis 2-3 days/week. Special consideration will be given to team members that currently work in a field-based or remote capacity.