Clinical Applications Support Specialist

1 week ago


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

Overview:

The Clinical Applications Specialist I (CAS I) plays a vital role in delivering product applications and technical assistance to both internal and external clients for the diagnostic systems offered by BioFire Diagnostics, LLC. This position is essential in fostering sales growth through exceptional technical support, training, troubleshooting, and consultation.

Key Responsibilities:

  • Respond promptly to customer inquiries, ensuring thorough documentation in the enterprise resource planning (ERP) system. Provide outstanding customer service with consistent follow-up, delivering product education, troubleshooting, and solutions to enhance customer satisfaction.
  • Oversee the initiation, management, and resolution of customer complaints and suggestions, determining when escalation is necessary for further investigation.
  • Be available for on-call duties as required to offer 24-hour technical support to clients.
  • Assist existing clients with additional training and technical support as necessary, particularly when new product enhancements are introduced.
  • Manage product returns as applicable.
  • Maintain proficiency in BioFire products and procedures specific to the role, aiding in the implementation of new products.
  • Engage in revenue-generating initiatives, promoting value-added projects and services.
  • Establish and uphold ERP certification.
  • Adhere to quality plan standards and meet all 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.
  • Clinical laboratory experience in Microbiology is highly desirable.
  • Experience with networking or LIS/LIMS is preferred.
  • Customer-facing experience is advantageous.
  • Familiarity with BioFire products and Salesforce is a plus.


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