Technical Applications Consultant I

2 weeks ago


Salt Lake, Utah, United States BioFire Diagnostics, LLC Full time

Explore Exciting Opportunities at BioFire Diagnostics, LLC

Position Overview:

The Clinical Applications Specialist I (CAS I) plays a crucial role in delivering product applications and technical assistance to both internal and external clients for the diagnostic test systems offered by BioFire Diagnostics. This position encompasses training, troubleshooting, and consultation, utilizing in-depth product knowledge to enhance sales growth through outstanding technical support.

Key Responsibilities:

  • Respond promptly to customer inquiries, ensuring thorough documentation in the enterprise resource planning (ERP) system. Deliver exceptional customer service with consistent follow-up, providing product education, troubleshooting, and solutions to guarantee customer satisfaction.
  • Oversee the initiation, management, and resolution of customer complaints and suggestions, determining when escalation to other departments is necessary for further investigation.
  • Provide on-call support as required to ensure 24-hour technical assistance for customers.
  • Assist existing clients with additional training and technical support as needed, particularly when new product enhancements are introduced.
  • Manage product returns when applicable.
  • Maintain proficiency in BioFire products and procedures relevant to the role, aiding in the implementation of new products.
  • Engage in revenue-generating initiatives, promoting value-added projects and services.
  • Ensure compliance with enterprise resource planning (ERP) certification standards.
  • Meet quality plan standards and departmental key performance indicators (KPIs).

Qualifications:

  • Associate's degree in a biological science with a minimum of 2 years of relevant laboratory and/or medical device industry experience required. A Bachelor's degree in a biological science is preferred. Experience with culture plates, sample setup, and interpretation of growth patterns of organisms is advantageous.
  • Clinical laboratory experience in Microbiology is highly preferred.
  • Experience with networking or Laboratory Information Systems (LIS/LIMS) is preferred.
  • Customer-facing experience is preferred.
  • Familiarity with BioFire products and Salesforce is a plus.


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