Clinical Applications Specialist III at bioMerieux

<p><strong>Position Summary</strong></p><p>Clinical Applications Specialist III (CAS III) serve as product experts to provide applications and technical support to internal and external customers for the diagnostic test systems marketed by bioMérieux including but not limited to training, troubleshooting, and consultation. The expert 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. Leads projects as assigned by management, oversee training of new departmental employees through direct one on one interaction, evaluate current training programs to assess their effectiveness, and act as a senior team representative on interdepartmental project teams. Promotes teamwork and cooperation, removes barriers to productivity, creates an enthusiastic/positive work environment.</p><p> </p><p><strong>Primary Duties </strong></p><ol><li>Prioritize answering customer inquiries, both internal and external, per established guidelines and document in enterprise resource planning (ERP) system. Provide world class customer support with consistent follow up, deliver product education, troubleshooting, and resolutions to ensure customer satisfaction.</li><li>Responsible for initiating, managing, and resolving customer complaints and suggestions. SAS will also determine if a complaint needs to be escalated for further investigation requiring the expertise of other departments. Manage product returns when applicable.</li><li>Perform on-call duties as needed to provide 24-hour technical support to customers.</li><li>Support existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training or implementation.</li><li>Perform advanced troubleshooting to support team members and customers regarding complaints, questions, or suggestions; pro‑actively informing managers and team on critical issues; proposing and leading the more complex technical support action plans for resolution.</li><li>Maintain competency of bioMérieux products and procedures that are job specific and assist with implementation of new products.</li><li>Participate in revenue generation initiatives through promotion of value‑added projects and services.</li><li>Establish and maintain enterprise resource planning (ERP) certification.</li><li>Meets quality plan standards and all departmental key performance indicators (KPIs).</li><li>Drive and collaborate in projects identified by management in support of business needs.</li><li>Update Customer Support knowledge base and frequently asked questions (FAQ).</li><li>Design, create, and present technical trainings to meet team needs including but not limited to product knowledge, soft skills, and other needs.</li><li>Train and coach team members by reviewing and contributing to the evaluation process of the trainees, including assessing quality of training programs and proficiency level of trainees.</li><li>Act as senior team representative on project teams and to support new product/service lines by ensuring required actions and deliverables are completed on time; contributing to all project team decisions and implementation; representing the technical voice of the customer; proposing quality improvements; being part of design reviews; sharing project team decisions and information with the applications team; and escalating deviances and action plans.</li><li>Perform all work in compliance with company quality procedures and standards.</li><li>Perform other duties as assigned.</li></ol><p> </p><p><strong>Qualifications </strong></p><p><strong>Required Education, Training and Experience</strong></p><ul><li>Bachelor degree required in a Biological science.</li><li>Education Substitution: In lieu of a Bachelor's degree, 4 years of additional relevant experience, defined below, will be accepted.</li><li>7+ years of professional related experience with degree in Clinical laboratory experience in Microbiology and/or Molecular Biology and networking or LIS/LIMS experience, along with medical device industry and customer‑facing experience required.</li></ul><ul><li><em>OR</em> 11+ years of professional related experience in lieu of degree under the same requirements above.</li></ul><p><strong>Preferred Education, Training and Experience</strong></p><ul><li>ASCP certified preferred.</li><li>Project management experience and/or contributing to process enhancement projects preferred.</li><li>Training experience preferred.</li></ul><p> </p><p><strong>Knowledge, Skills, and Abilities </strong></p><ul><li>Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.</li><li>Effective written and verbal communication skills</li><li>Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives</li><li>Ability to cooperate with others at all levels including leadership</li><li>Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.</li><li>Advanced skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.</li><li>Knowledge of bioMérieux products and Salesforce required.</li></ul><p> </p><p><strong>Working Conditions & Physical Requirements </strong></p><ul><li>Ability to remain in a stationary position for prolonged periods</li></ul><ul><li>Travel requirements include:</li></ul><ul><ul><li>Domestic travel: up to 10%</li><li>International travel: less than 5%</li></ul></ul><div style="background-repeat: no-repeat;outline: none;overflow: visible;color: rgb(51,51,51);font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-style: normal;font-weight: 400;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;"></span></div><div style="background-repeat: no-repeat;outline: none;overflow: visible;color: rgb(51,51,51);font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-style: normal;font-weight: 400;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">The estimated salary range for this role is between $87,000 and $104,500/year. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux’s bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate’s experience and will be presented in writing at the time of the offer.</span></div><div style="background-repeat: no-repeat;outline: none;overflow: visible;color: rgb(51,51,51);font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-style: normal;font-weight: 400;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;"></div><div style="background-repeat: no-repeat;outline: none;overflow: visible;color: rgb(51,51,51);font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-style: normal;font-weight: 400;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">In addition, bioMérieux offers a competitive Total Rewards package that may include:</span></div><div style="background-repeat: no-repeat;outline: none;overflow: visible;color: rgb(51,51,51);font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-style: normal;font-weight: 400;letter-spacing: normal;text-indent: 0.0px;text-transform: none;word-spacing: 0.0px;"><ul style="background-repeat: no-repeat;outline: none;margin: 1.0em 0.0px;padding: 0.0px 0.0px 0.0px 40.0px;list-style: inside disc;"><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Company-Provided Life and Accidental Death Insurance</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Short and Long-Term Disability Insurance</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Retirement Plan including a generous non-discretionary employer contribution and employer match.</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Adoption Assistance</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Wellness Programs</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Employee Assistance Program</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Commuter Benefits</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Various voluntary benefit offerings</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Discount programs</span></li><li style="background-repeat: no-repeat;outline: none;list-style: inherit;margin-left: 25.0px;font-family: 'times new roman' , times;font-size: 12.0pt;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">Parental leaves</span></li></ul><div style="background-repeat: no-repeat;outline: none;overflow: visible;font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-weight: 400;line-height: 20.0px;margin: 10.0px 0.0px;"> </div><h1 style="background-repeat: no-repeat;outline: none;font-size: 44.0px;line-height: 77.0px;font-family: Poppins;font-weight: 600;margin: 0.67em 0.0px;padding: 0.0px;border: 0.0px;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">#LI-US</span></h1><div style="background-repeat: no-repeat;outline: none;overflow: visible;font-family: 'Open Sans' , Helvetica;font-size: 14.0px;font-weight: 400;line-height: 20.0px;margin: 10.0px 0.0px;"><span style="background-repeat: no-repeat;outline: none;font-family: 'times new roman' , times;font-size: 12.0pt;">#biojobs</span></div></div>PandoLogic. Category: , Keywords: Clinical Applications Specialist