Clinical Applications Specialist I

BioMerieux • Morrisville, NC

1d • Hybrid

About The Position

This is a hybrid-based role. The selected candidate will be expected to report onsite 2-3 days a week to one of our field offices in Salt Lake City, Raleigh/Durham or St. Louis. Position Summary The Clinical Applications Specialist I (CAS I) provides product 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. This product 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. Promotes teamwork and cooperation, removes barriers to productivity, and creates an enthusiastic/positive work environment.

Requirements

• Bachelor degree required in a Biological science
• 2+ years of professional related experience with BS degree in Clinical laboratory experience in Microbiology and/or Molecular Biology.
• 4+ years of professional related experience with AAS degree in Clinical laboratory experience in Microbiology and/or Molecular Biology.

Nice To Haves

• Medical device industry experience a plus.
• Customer facing experience preferred.
• Networking or LIS/LIMS experience preferred.
• Knowledge of bioMérieux products and Salesforce is a plus.

Responsibilities

• Prioritize answering customer inquiries, both internal and external, per established guidelines and document in the enterprise resource planning (ERP) system.
• Provide world class customer support with consistent follow up, deliver product education, troubleshooting, and resolutions to ensure customer satisfaction.
• Responsible for initiating, managing, and resolving customer complaints and suggestions. Will also determine if a complaint needs to be escalated for further investigation requiring the expertise of other departments.
• Perform on-call duties as needed to provide 24-hour technical support to customers.
• Support existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training or implementation.
• Manage product returns when applicable.
• Maintain competency of bioMérieux products and procedures that are job specific and assist with implementation of new products.
• Participate in revenue generation initiatives which include the promotion of value-added projects and services.
• Establish and maintain enterprise resource planning (ERP) certification.
• Meets quality plan standards and all departmental key performance indicators (KPIs).
• Perform all work in compliance with company quality procedures and standards.
• Perform other duties as assigned.

Benefits

• A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
• Company-Provided Life and Accidental Death Insurance
• Short and Long-Term Disability Insurance
• Retirement Plan including a generous non-discretionary employer contribution and employer match.
• Adoption Assistance
• Wellness Programs
• Employee Assistance Program
• Commuter Benefits
• Various voluntary benefit offerings
• Discount programs
• Parental leaves

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees