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Location: Salt Lake City, UT, United States
Position Type: Unfixed Term
Job Function: Customer Service
Come be a part of our team and our mission
At BioFire Diagnostics, LLC. we make the world a healthier place by providing molecular solutions that lessen the time to medical results and empower healthcare professionals to make better diagnostic decisions.
We are proud to be part of the bioMérieux family and the 5,000+ team members across 12 sites and subsidiaries in North America committed to our mission to help save lives around the globe through the power of diagnostics.
BioFire Diagnostics, LLC. is looking for a Clinical Applications Specialist to join our growing team based in Salt Lake City, UT! Join a team of Clinical Applications Specialist or CAS (II or III) 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.
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.
For Clinical Applications Specialist III Position:
In addition to the Responsibilities of a Clinical Applications Specialist (CAS) II, CAS III will manage Customer Support’s technical training program. CAS III will improve, design, develop, and strategize training by creating and updating technical training modules, content, and materials. CAS III will deliver technical training sessions; facilitate and schedule regional training sessions for BMX subsidiaries/distributors; train and coach CAS II trainers and BMX GCS trainers; review and contribute to the evaluation process of trainees; and assess the quality of the training program and the proficiency level of CAS II trainers. CAS III will act as senior CAS team representatives on project teams and to support new product/service lines by ensuring that required CAS actions and deliverables are completed on time; by representing the technical voice of the customer; proposing quality improvements; being part of design reviews; sharing project team decisions and information with CAS team; and escalating deviances and action plans to program management. CAS III will contribute to all project team decisions and implementation processes. CAS III will serve as product experts and provide advanced troubleshooting to support CAS I, CAS II, BMX GCS employees, BMX subsidiaries/distributors, and customers with complaints, questions or suggestions. CAS III will identify and quickly inform management and CAS team on critical issues, including proposing and leading complex technical support action plans for resolution. CAS III will coach CAS I and CAS II on highly technical issues. CAS III will assist management with, and help oversee, the training of new CAS I, II, and III employees and coach through one-on-one training. CAS III will manage and oversee the Customer Support knowledge base and frequently asked questions (FAQ) to ensure that they are accurate, complete, and contain the most current information.
Training and Education:
Master’s degree in biological sciences, at least 5 years’ experience in related function or industry, and laboratory experience in Molecular Biology or Microbiology; or Bachelor’s degree in biological sciences, at least 7 years’ experience in related function or industry, and laboratory experience in Molecular Biology or Microbiology.
This position requires 5+ 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 and is not a remote.