Clinical Applications Specialist I - Clinical Molecular Biology/Microbiology

bioMerieux Inc.
United States, North Carolina, Morrisville
Dec 03, 2024
Clinical Applications Specialist I - Clinical Molecular Biology/Microbiology Location: Morrisville, NC, United States Position Type: Unfixed Term Job Function: Customer Service Share: share to e-mail Share on Facebookshare to facebook Tweetshare to twitter Share on LinkedInshare to linkedin Apply Now > A world leader in the field of in vitro diagnostics for more than 60 years, bioMerieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety. In North America we have more than 6,200 team members across 11 sites or subsidiaries, including Salt Lake City-based BioFire Diagnostics and one subsidiary in Montreal, Canada. Come and join a family-owned global company with a long-term vision, and a human-centered culture. Description Position Summary & Responsibilities: 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. Manages the complaint handling process to ensure the timely, accurate resolution of customer complaints and will also coordinate efforts with other internal and field support teams to provide world-class support for all customers. Promotes teamwork and cooperation, removes barriers to productivity, and creates an enthusiastic/positive work environment. This role can be based in the either the Durham NC, St Louis MO, or Salt Lake City UT area. 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. Will also 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 bioMerieux products and procedures that are job specific and assist with implementation of new products. Participate in revenue generation initiatives which include the promotion of value-added projects and services. Establish and maintain enterprise resource planning (ERP) certification. Meets 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 Molecular Biology or Microbiology laboratory experience highly desired Experience with susceptibility testing is a plus Experience with reading culture plates, setting up samples and interpretation of growth patterns of organisms of clay media preferred Networking or LIS/LIMS experience preferred. Customer facing experience preferred. Knowledge of Biofire or bioMerieux products and Salesforce is a plus. #LI-US Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at recruitment@biomerieux.com. BioMerieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at recruitment@biomerieux.com, or by dialing 711 for access to Telecommunications Relay Services (TRS). 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