Job Description

Job Description

*The ideal candidate for this position will be based in Raleigh/Durham, Salt Lake or St. Louis.

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.  

Primary Duties:

1. 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. 
2. 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. 
3. Perform on-call duties as needed to provide 24-hour technical support to customers. 
4. Support existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training or implementation. 
5. Manage product returns when applicable. 
6. Maintain competency of bioMérieux products and procedures that are job specific and assist with implementation of new products. 
7. Participate in revenue generation initiatives which include the promotion of value-added projects and services. 
8. Establish and maintain enterprise resource planning (ERP) certification. 
9. Meets quality plan standards and all departmental key performance indicators (KPIs). 
10. Perform all work in compliance with company quality procedures and standards.
11. Perform other duties as assigned. 

Education:

• BS degree in a biological science preferred.
• AAS degree in biological science with minimum 2 years’ experience in Clinical Microbiology or Molecular Biology accepted. 

Experience:

1. Minimum 2 years of Clinical Microbiology laboratory experience required.
2. Medical device industry experience a plus.
3. Customer facing experience preferred. 
4. Networking or LIS/LIMS experience preferred.

Knowledge, Skills, and Abilities:

1. Excellent written and oral communication skills. 
2. Attention to detail, great organizational skills, and ability to multitask in a fast-paced environment.  
3. Proficiency in a variety of computer programs including Microsoft Office Suite.  
4. Promotes teamwork and cooperation.
5. Knowledge of bioMérieux products and Salesforce is a plus.  

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