Connected Systems Specialist I

Position Summary

The Connected Systems Specialist I (CSSI) provides applications and customer technical support including networking connectivity and utilization, along with general software and applications support for bioMérieux products. The CSS is also responsible for training, troubleshooting, and project management to internal and external customers for the diagnostic test systems identified by management.

Primary Duties

• Answer internal and external customer inquiries, complaints, and/or suggestions per established guidelines and document in ERP system; consult as appropriate with Lab/Field IT Specialist, Application Specialist, System Engineer, Field Based Employees, Management, Global Customer Support/CSI.
• Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
• Perform problem analysis and develop resolution action plan.
• Maintain expert knowledge in supporting bioMérieux connectivity and test result solutions.
• Provide technical assistance to System Engineers, Clinical Applications Specialist, and Lab/Field IT Specialist via correspondence, phone and in person as appropriate to diagnose difficult instrument/test related problems as required.
• Act as lead liaison between GCS/CSI and LCS, for the assigned case, communicating and escalating information as needed.
• Provide technical leadership and guidance as a cross functional Subject Matter Expert to ensure overall success of service delivery.
• Create and maintain documentation needed to support product line including but not limited to training materials, procedures, and FAQ’s.
• Update customer support knowledge base and frequently asked questions (FAQ).
• Participate in post-implementation cross functional activities to identify and address all product needs.
• Participate and contribute to project teams and support new product/service offerings.
• Obtain ERP certification; execute investigation process and apply as needed.
• Identify and develop system/product specific revenue opportunities.
• Perform on-call duties as needed to provide 24-hour technical support to customers.
• Perform all work in compliance with company quality procedures and standards.
• Perform other duties as assigned.

Required Education, Training and Experience

• Bachelor degree required
• 2+ years of professional related experience in IT, Systems Engineering, and/or networking/connectivity troubleshooting, and identifying hardware and software applications issues including customer facing experience required.
• Education Substitution: In lieu of a Bachelor's degree, 6+ years of professional related experience, defined above, is required.
• Experience in complaint handling, resolving customer problems, and providing a high level of customer satisfaction required.

Preferred Education, Training and Experience

• Professional certifications a plus
• Previous experience in a clinical laboratory/IVD industry setting preferred.
• Previous experience supporting bioMérieux systems a plus.

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• Demonstrate ability to effectively contribute to projects and tasks assigned by management.
• Possess an understanding of biology, infectious disease testing, and/or diagnostics.
• Knowledge of general IT infrastructure, networking principles, cybersecurity measures and concerns within a regulatory environment.
• Exhibit good decision-making ability, including problem resolution.
• Must be able to work independently, effectively multitask to meet deadlines, and complete priorities in a fast-paced environment.
• Exhibit good interpersonal and diplomacy skills, excellent verbal and written capabilities including ability to articulate technical concepts.
• Build and maintain positive, productive interactions with colleagues
• Advanced skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.

Working Conditions & Physical Requirements

• Ability to remain in stationary position for prolonged periods
• Domestic travel required: up to 10%
• This is a site-based position out of our Salt Lake City office. The selected candidate is expected to report onsite 2-3 days/week in a hybrid schedule capacity.