Clinical Applications Specialist I

Primary Duties

• 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.
• 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.
• Maintains quality plan standards and all departmental key performance indicators (KPIs).

Qualifications

• Required Education, Training, and Experience:
• Bachelor degree in a Biological science
• 2+ years of professional related experience with BS degree in Clinical laboratory experience in Microbiology and/or Molecular Biology
• In lieu of a bachelor's degree, 6+ years of related experience, defined above, is required.
• Preferred Experience:
• Medical device industry experience a plus.
• Customer facing experience preferred.
• Networking or LIS/LIMS experience preferred.