Customer Technical Support Specialist

BioFire Defense • Salt Lake City, UT

1d • $56,000 - $85,000

About The Position

The Customer Technical Support Specialist is part of the Customer Technical Support team within Customer Support Operations at BioFire Defense. The role works directly with customers and internal referrers to investigate and resolve technical problems, providing prompt, accurate, and professional assistance. The specialist works closely with Commercial Operations, particularly Field Application Specialists and Sales, and collaborates with Quality, Production, Research and Development, and other teams to investigate and resolve customer issues. The role serves as a subject matter expert on instrumentation and product workflows and supports post-market surveillance, system installations and upgrades, recalls, training, and field technical troubleshooting.

The position includes remote customer support for equipment installations and training, ongoing technical assistance, complaint handling, product returns, instrument service coordination, and post-market tracking. The specialist also supports product demonstrations and sales efforts, develops product-line training programs, provides product feedback to marketing, and represents Customer Support Operations during internal and external audits. Domestic travel is required up to 10% of the time. The specialist must be available to provide after-hours support, including weekends and holidays, as needed, and must be able to work remotely and while traveling.

Requirements

• Bachelor’s degree in a life science or equivalent discipline.
• 0–10 years of experience in a customer-facing role.
• Ability to work independently and manage time, multiple projects, priorities, and deadlines effectively.
• Strong organization, follow-up, proactive communication, and interpersonal skills.
• Strong written and verbal communication skills, including the ability to tailor communication to varied customer audiences and scientific backgrounds.
• Ability to build and maintain customer relationships focused on satisfaction and success.
• Comfort addressing audiences and strong presentation skills.
• Ability to provide after-hours support, including weekends and holidays, as needed.
• Ability to work remotely and during travel.
• Ability to interpret and present large datasets.
• Proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
• Ability to learn the needs of BFDF customer types and distributors, and the relationships between them and BFDF and BMX.
• Effective troubleshooting and problem-solving skills, with a customer-first mindset.
• Comfort working with government and Department of Defense customers.
• Drive and ambition to contribute to company success.
• Domestic travel up to 10% of the time.

Nice To Haves

• Education or training with a strong background in Molecular Biology, Microbiology, and Infectious Disease testing.
• Strong understanding of Polymerase Chain Reaction (PCR).
• Existing knowledge of the BioFire Defense product line and customer base.
• Familiarity with customer applications of technology and related concepts, practices, and procedures in clinical laboratories, Molecular Biology, and Infectious Disease testing.
• Familiarity with the CBRNE market.

Responsibilities

• Perform work in compliance with company policy and the BFDF Quality System.
• Respond promptly and accurately to technical customer calls and emails.
• Handle customer complaints according to the complaint-handling process.
• Track post-market surveillance in coordination with BFDF Quality departments and affiliates.
• Generate reports demonstrating KPIs and progress toward department and quality goals.
• Manage product returns through the RMA process.
• Drive timelines for instrument service and customer complaint resolution.
• Represent Customer Support Operations in internal and external audits, including compiling and presenting data.
• Maintain and grow knowledge of current and upcoming BioFire products to support customers and Sales.
• Provide remote support for initial equipment installation and customer training.
• Provide existing customers with additional training and technical assistance, including for product enhancements that require training.
• Work with Sales and distribution partners to support sales through product demonstrations.
• Develop and maintain training programs for employees and customers for each product line.
• Provide feedback to marketing managers to help improve the product offering.
• Travel to interface with customers, attend trade shows, and demonstrate products.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Bonus eligibility
• 9/8/80 work schedule with every other Friday off
• 401(k) company match of 5% regardless of employee participation, with a total company match of up to 9.5% if contributing
• 160 hours of PTO, prorated from date of hire
• Nine paid holidays
• Paid winter break during the work week between December 24 and December 31
• Participation in the company Wellness Program, with discounted medical premiums
• Company-sponsored events, including catered meals, holiday parties, and snacks
• Convenient location near I-15 and a Trax station
• Free parking

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level