Position Summary 

The Industry Lab IT (l1.5 Support) is a citical technical contibutor responsible for implemeting and supporting bioMerieux middleware and instruement software support across varied customer environments. This mid-level field role requires solid experience with IT systems and a collaborative approach to ensure seamless integration with Laboratory Information Management Systems (LIMS) and secure connectivity. The specialist will lead system configuration, deploy remote support tools, and manage software updates and cybersecurity compliance. Success in this role demands proactive troubleshooting, strong communication skills, and the ability to juggle multiple customer-facing projects in a dynamic setting.

Primary Duties

• Coordinates internal and external technical teams to successfully deliver IT implementation projects and solutions for customers.
• Provide technical guidance as a Subject Matter Expert to ensure overall success of service delivery.
• Integrates company solutions with customer Laboratory Information Management Systems (LIMS) by managing communication, consulting technical resources, and performing the scope of work.
• Provide technical assistance to System Engineers, Applications Specialist, and IT & Data Solutions team via correspondence, phone, remote desktop tools, Vilink, Securelink appropriate to diagnose difficult connectivity issues maintain optimal performance.
• Responds promptly to all field IT service requests, ensuring timely and effective resolution within assigned projects.
• Collaborates with customers to identify system-related challenges, research solutions, and implement corrective actions.
• Maintains strong customer relationships by proactively addressing issues to ensure satisfaction and reliability.
• Provides customers with information about available systems, options, and consumables, and coordinate with sales teams to support ordering.
• Obtains and maintains CRM certification to support service investigations and documentation.
• Supports revenue growth by promoting value-added projects, products, and services.
• Manages all projects by meeting milestones, deadlines, and requirements while keeping stakeholders informed of progress or changes.
• Create and maintain documentation needed to support priduct line and product launches, including but not limited to training materilas, procedures and FAQ's.
• Provides training and orientation for new hires as required in all areas of troubleshooting and installation of solutions as needed.
• As needed, will provide support for other bioMérieux products once completed equipment-specific training.
• Perform all work in compliance with company quality procedures and standards.
• Perform other duties as assigned.

Qualifications

Required Education

• Bachelor’s degree in Computer Science, Information Technology, Medical Technology, or a related field preferred.
• Education Substitution: In lieu of a Bachelor’s degree, a minimum of 4 additional years of directly relevant experience will be accepted.
  Relevant experience is defined in the section below.

Required Experience

• Minimum Requirement:
  • 5+ years of relevant professional experience with a Bachelor’s degree
  • OR 9+ years of relevant professional experience without a Bachelor’s degree
• Relevant experience includes:
  • IT experience within industrial microbiology, clinical diagnostics, or a related laboratory environment
  • Experience supporting and troubleshooting:
    • LIMS integrations and interfacing
    • Networking infrastructure
    • Servers, middleware, and operating systems
    • Software applications and hardware systems
  • Demonstrated ability to perform root cause analysis, identify system failures, and implement timely, effective solutions
  • Experience providing end-user support, with a strong focus on customer satisfaction
  • Experience supporting bioMérieux systems or similar diagnostic platforms is a plus

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• Flexibility, being highly adaptable and resilient to thrive in a dynamic work environment.
• Driving continuous improvement by evaluating processes and implementing necessary changes
• Effective verbal communication skills
• Advanced: demonstrates deep knowledge; manages complex tasks and integrates multiple tools independently