Lab IT Technical Support Specialist

3 weeks ago


Salt Lake City, United States BIOMERIEUX, INC. Full time

Lab IT Technical Support Specialist (L1.5 Support) Location: Salt Lake City, UT, United States Position Type: Unfixed Term Job Function: Customer Service Share: share to e-mail Share on Facebookshare to facebook Tweetshare to twitter Share on LinkedInshare to linkedin Apply Now > A world leader in the field of in vitro diagnostics for more than 60 years, bioMerieux provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety. In North America we have more than 6,200 team members across 11 sites or subsidiaries, including Salt Lake City-based BioFire Diagnostics and one subsidiary in Montreal, Canada. Come and join a family-owned global company with a long-term vision, and a human-centered culture. Description Position Summary: Provide high-level technical expertise, leadership, and direction through training, troubleshooting, and project management to internal and external customers for the diagnostic test systems marketed by bioMerieux. Items under the IT and Data Solutions umbrella include but are not limited to: LIS interfaces, networking, middleware solutions, middleware connected systems, Torch/SPOTFIRE connectivity, data management software, integration projects, and remote device management. Primary Responsibilities: Perform root cause analysis, develop resolution action plan, and deliver timely resolution to ensure customer satisfaction with minimal downtime. Provide technical leadership and guidance as a Subject Matter Expert to ensure overall success of service delivery. Provide technical assistance to System Engineers, Applications Specialist, and IT and Data Solutions team via correspondence, phone, and in person as appropriate to diagnose difficult middleware, middleware connected system, and Torch/SPOTFIRE connectivity issues as required. Answer internal and external customer inquiries per established guidelines and document in ERP system; consult as appropriate with IT and Data Solutions team, Application Specialist, System Engineer, Field Based Employees, Management, Global Customer Support/CSI. Lead pre-implementation phase to ensure system/product requirements are in place prior to market launch. Create and maintain documentation needed to support product line and product launches, including but not limited to training materials, procedures, and FAQ's. Act as lead liaison between SEandS, GCS/CSI and LCS, for the assigned product, communicating and escalating information as needed. Obtain CRM certification and facilitate real-time documentation for all cases and CRM entries. Continue to support other bioMerieux products as needed. Perform all work in compliance with company quality procedures and standards. Perform other duties as assigned. Education, Skills, and Experience: Bachelor's degree in Computer Science, Medical Technology, a related technical field with minimum 4 years' of IT experience in supporting medical devices or healthcare software solutions; bioMerieux systems preferred. In lieu of a degree, high school diploma/GED with 4 years clinical laboratory experience with 6 years of IT or LIS validation testing experience. CompTIA Security + certification preferred, or certification achieved within 24 months of hire. Experienced in root cause analysis, identifying, and recommending appropriate solutions to resolve points of failure expeditiously while providing high-level of customer satisfaction. Previous experience in the support of product or software launch is preferred. Project management experience preferred. Please be aware that recruitment related scams are on the rise. Fraudulent job postings are be ing placed on other websites, and individuals posing as bioMerieux Talent... For full info follow application link.



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