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Diagnostic Support Specialist

2 months ago

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

Job Summary:

The Diagnostic Support Specialist provides product applications and technical support to internal and external customers for the diagnostic test systems marketed by BioFire Diagnostics, LLC. This includes training, troubleshooting, and consultation to support sales growth through delivering exceptional technical support.

Key Responsibilities:

  • Provide world-class customer support with consistent follow-up, deliver product education, troubleshooting, and resolutions to ensure customer satisfaction.
  • Initiate, manage, and resolve customer complaints and suggestions, determining if a complaint needs to be escalated for further investigation requiring expertise from 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 BioFire Diagnostics, LLC products and procedures that are job-specific and assist with implementation of new products.
  • Participate in revenue generation initiatives, including the promotion of value-added projects and services.
  • Establish and maintain enterprise resource planning (ERP) certification.
  • Meet quality plan standards and all departmental key performance indicators (KPIs).

Requirements:

  • Associate's degree in a biological science with a minimum of 2 years of relevant laboratory and/or medical device industry experience required. BS degree in a biological science preferred.
  • Clinical laboratory experience in Microbiology highly preferred.
  • Networking or LIS/LIMS experience preferred.
  • Customer-facing experience preferred.
  • Knowledge of BioFire Diagnostics, LLC products and Salesforce is a plus.