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Systems Support Specialist

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Location: Salt Lake City, UT, United States
Position Type: Unfixed Term
Job Function: Customer Service

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.

Description

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.

Come be a part of our team and our mission as a Systems Support Specialist!


BioFire Diagnostics is seeking a Systems Support Specialist to join our team. The Systems Support Specialist (SSS) provides applications and technical support for BioFire products networking connectivity and utilization, along with general software and applications support for BioFire’s customers and distribution partners. The System Support Specialist assists with the following:

  • Maintenance and support of BioFire software, LIS software, connectivity, and utilization
  • Computer networking and information system security questions.
  • BioFire software maintenance and upgrades.
  • System troubleshooting and general questions.
  • Serves as liaison for the customer support organization to software development stakeholders.

The System Support Specialist will utilize the complaint handling and suggestion tracking process to accurately record, track, and trend existing or novel failure modes that are reported, and work towards a timely and satisfactory resolution. The System Support Specialist assists customers, LIS vendors, the customer support organization, and BioFire and bioMérieux’s distribution partners. The System Support Specialist serves as a customer advocate with internal project teams and will be actively involved in product development, improvement, transfer, and release.

Essential Job Duties and Responsibilities

  1. Perform all work in compliance with company policy and within the guidelines of BioFire Diagnostics’ Quality System.
  2. Respond promptly and accurately to calls or e-mails regarding product applications support or technical issues related to BioFire’s products or other systems, hardware, or software related inquiries. Applications support includes assistance with product verification, product updates, training, explanation of results mapping/interpretation, and other technical questions.
  3. Responsible for initiating, managing and resolving customer complaints. System Support Specialist will also determine if a complaint qualifies for reporting to applicable regulatory bodies. System Support Specialist will also determine if a complaint needs to be escalated for further investigation requiring the expertise of other departments.
  4. Carry a company mobile phone and be available after-hours support as necessary.
  5. Support existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training or implementation.
  6. Provide feedback and customer suggestions to marketing managers or other development teams targeted at improving the overall product offering. Work closely with the regulatory, quality, and post market surveillance teams in providing feedback regarding the overall customer experience, including failure trends.
  7. Participate and contribute to project teams and support new product/service offerings.
  8. Update customer support knowledge base and frequently asked questions (FAQ).
  9. Meets customer support quality plan standards relative to response times to customers.
  10. Travel up to 20% to interface with distribution partners, customers, attend tradeshows and demonstrate products when necessary.
  11. Assist customer support organization with additional responsibilities such as tracking, trending, and creating reports or documenting procedures, as needed.

Qualifications

Training and Education

  • Requires either a Bachelor’s degree in an engineering, scientific, information technology or technical field, or a combination of 2 years’ equivalent experience and/or professional certifications.      

 

Experience

  Required

  • At least 1 year of professional experience  IT, Systems Engineering, and/or troubleshooting and identifying hardware and software applications issues

Preferred

  • Experience in a customer-facing role (ideally in a clinical or technical field).
  • Previous experience in a clinical laboratory setting
  • Previous complaint and suggestion handling experience.
  • IVD/Medical device industry experience.

 

Knowledge, Skills and Abilities

Required

  • Knowledge of general IT infrastructure and networking principles.
  • Knowledge of cybersecurity measures and concerns within a regulatory environment.
  • Ability to understand and articulate technical concepts.
  • Excellent communication skills, both written and verbal. Must be able to effectively interact with lab technologists, lab supervisors, lab managers, lab directors, LIS specialists, and Information Technology (IT) personnel.
  • Excellent interpersonal and customer service skills.

Preferred

  • Strong background or understanding of biology, infectious disease testing, and/or diagnostics.

 

Physical Requirements

Should be able to safely lift and maneuver up to 40 pounds.

This position is based in Salt Lake City, UT and is not remote. 

BioMérieux 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 BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).

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