Localisation: Durham, NC, États-Unis
Type de Contrat: Unfixed Term
Fonction: Customer Service
We are looking for Clinical Applications Specialists to join our growing team in Salt Lake City, UT and Durham, NC! Join a team of Clinical Applications Specialist or CAS I/II by assisting BioFire customers by resolving and answering technical problems and questions. The CAS will serve as the technical expert of the FilmArray product, conduct product trainings, and serve as the voice of customer on internal project teams.
For the Clinical Applications Specialist I Position:
Clinical Applications Specialists (CAS) serve as product experts to provide applications and technical support for all clinical product applications. This applications and technical expertise is used to support sales growth through delivering exceptional technical support. CAS ensure a high degree of customer satisfaction and loyalty to BioFire products as the primary contact for system applications, technical support, troubleshooting of instrument, reagent, and software issues. CAS also manage the complaint handling process to ensure the timely, accurate resolution of customer complaints, which often involves working closely with other groups, such as Post Market Surveillance, Regulatory, R&D, Manufacturing, Engineering, Systems Integration, Legal, Service, and Instrument Production. The CAS support BioFire (BFDX) customers, distribution partners, BioMerieux (BMX) subsidiaries/distributors, BMX Global Customer Support, and the BFDX Sales network (Sales Managers, Clinical Implementation Managers, Corporate Account Managers, Field Applications Specialists, etc.). CAS also play an active role and serve as a customer advocate during product development, improvement, transfer, and release to ensure that the customer’s perspective is represented.
Principal Job Duties and Responsibilities:
Training and Education
Bachelor’s degree in biological sciences or related area with some laboratory experience in Molecular Biology or Microbiology.
No experience is required; however, previous experience in a customer-facing role is strongly preferred. The applicant should be familiar with a variety of the clinical molecular diagnostic field’s concepts, practices, procedures, rules and regulations.
Skills: The applicant must be highly skilled at communication, both written and verbal, and must be able to interact with people of all scientific levels, such as clinical laboratory technicians, safety officers, managers, supervisors and directors; Ph.D. scientists; associate professors; CAP and FDA regulators and inspectors; key opinion leaders (KOL); clinical product managers; researchers; hospital administrators; medical engineers; and physicians.
Candidates that are bilingual or speak multiple languages are preferred.
For Clinical Applications Specialist II Position:
In addition to the responsibilities of a Clinical Applications Specialist (CAS) I, CAS II will assist CAS III in the development and improvement of Customer Support’s technical training program. CAS II will provide technical training to BioMerieux (BMX) employees, BMX subsidiaries/distributors, BMX Global Customer Support, new BioFire (BFDX) Sales & Marketing employees, and BFDX distribution partners. CAS II will participate in and contribute to BFDX project teams and support new product/service lines by executing CAS actions required by the project. CAS II will assist management and CAS III with the initial training of new CAS employees through direct one-on-one interaction, displaying the general functions and responsibilities of the position. CAS II will update Customer Support knowledge base and frequently asked questions (FAQ).
Training and Education:
Bachelor’s degree in biological sciences, at least 3 years’ experience in related function or industry, and laboratory experience in Molecular Biology or Microbiology.
This position requires 3+ years’ experience in a customer-facing role. The applicant must be familiar with a variety of the clinical molecular diagnostic field’s concepts, practices, procedures, rules and regulations.
This position is based in Salt Lake City, UT or Durham, NC. We offer a hybrid In-Office and Work from Home schedule.