Position Summary:

Provide Data & IT technical implementation, training, troubleshooting, and project management to internal and external customers for the diagnostic test systems marketed by bioMérieux. Items under the IT & Data solutions umbrella include but are not limited to: LIS interfaces, networking, Torch/SPOTFIRE, VITEK Reveal, middleware solutions, data management software, integration engine projects, remote device management.

Primary Responsibilities:

• Assist with bioMérieux middleware implementation projects and tasks to meet deadlines in support of organizational objectives.
• Ensure connection of the bioMérieux middleware solution to customer Laboratory Information Systems by coordinating resources internally and externally.
• Drive LIS implementation to completion for molecular and microbiology middleware solutions.
• Drive and support implementation project Go Live events for molecular and microbiology middleware connected systems; assisting Field Application Specialists during Go Live by providing resolution through real-time expert troubleshooting for connectivity related support needs.
• Answer internal and external customer inquiries per established guideline and document in CRM system; consult as appropriate with IT Software Specialist, Application Specialist, System Engineer, Field IT Specialist, Management, Global Customer Support.
• Execute problem solving and troubleshooting skills for remote/phone support as well as on-site Lab IT support.
• Assist with launch/implementation of new systems by learning new products, providing input to development of documentation, and troubleshooting procedures for all systems.
• Perform Lab IT projects and tasks efficiently in support of corporate objectives.
• Execute investigation process according to CRM best practices.
• Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
• Perform on-call duties as needed to provide 24-hour technical support to customers.
• Contribute to revenue generation initiatives through promotion of value-added projects and services.
• Perform all work in compliance with company quality procedures and standards.
• Perform other duties as assigned.

Education, Skills, & Experience:

• Bachelor’s Degree in Computer Science, Medical Technology, a related technical field or equivalent experience.
  • In lieu of a degree, High School Diploma/GED with an additional 4 years clinical laboratory experience with 2 years of IT or LIS validation testing experience also accepted
• 2 years’ experience in support of LIS interfaces, servers, software applications, hardware, middleware, and computers.
• 2 years’ experience as a Lab/Medical Technologist or equivalent experience.
• 2 years’ experience in end-user support required; with systems marketed by bioMérieux a plus.
• Experienced in resolving customer problems and providing a high level of customer satisfaction.
• CompTIA Security certification preferred, or certification achieved within 24 months of hire.

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