Description

Position Summary

Perform the implementation of all bioMérieux middleware solutions to include the coordination of installation, maintenance and repair of the middleware solution, LIS interfaces, networking, device relationship management, data management software, customer training, and integration projects. Coordinates service and development efforts with customers, technical support, LIS vendors, project teams, marketing and R&D. Perform all administrative actions required to accurately reflect these activities in the project management software tool and the CRM system. Contribute to overall financial goals of Customer Support Operations. Must geographically reside within assigned territory and within a reasonable distance to a major airport.

Primary Duties

1. Coordinate and Deliver IT Solutions: Manage internal and external technical resources to implement bioMérieux middleware projects, ensuring successful installation and integration with customer Laboratory Information Systems
2. Install, Train, and Support: Set up Lab IT, middleware, and data management solutions at customer sites; train users on operation, maintenance, and basic repairs; and respond promptly to service requests.
3. Diagnose and Resolve Issues: Use remote and onsite tools to troubleshoot system malfunctions, recommend corrective actions, and maintain customer satisfaction through proactive communication. 
4. Promote and Contribute to Growth: Advise customers on available systems and options, assist with ordering, obtain CRM certification, and support revenue generation through value-added services.
   Administrative/Project Management Requirements
5. Project Coordination & Documentation: Support Lab IT projects by tracking milestones, documenting progress and delays in project management software, and keeping stakeholders informed of changes.
6. Service Reporting & Quality Assurance: Complete service reports and QA checklists during customer interactions, identify and resolve issues, and outline corrective actions clearly.
7. Recurring Issue Tracking: Log recurring system or test failures with recommendations for updates to instruments, policies, or procedures.
8. Form & CRM Compliance: Accurately complete and submit all required departmental forms and maintain timely, detailed records in the CRM system.
   Field Training/Technical Assistance
9. Customer Training: Deliver end-user training on bioMérieux middleware and connected systems to ensure proper usage and understanding.
10. Technical Support: Provide on-site and remote assistance to internal teams (Sales, Service, Support) to troubleshoot complex connectivity issues.
11. Perform all work in compliance with company quality procedures and standards.
12. Performs other duties as assigned.

Education & Training

1. Bachelor’s Degree in Medical/Laboratory Technology, Information Technology, Information System, Computer Science, or a related technical field required.
2. Must have (or obtain) and maintain a valid driver’s license and passport.
3. 4 years related experience will be accepted in lieu of a degree

Experience

1. 2+ years of experience providing end-user support in one or more of the following areas: laboratory information systems (LIS) interfaces; LIS/LIMS administration; server or network administration; or support for applications, hardware, or middleware to include troubleshooting and resolving customer networking, server, and/or LIS issues while providing a high level of customer satisfaction.
2. Experience in resolving customer networking, server, and/or LIS problems and providing a high level of customer satisfaction.   
3. Experience conducting IT or LIS validation testing within a clinical laboratory or similar regulated environment preferred.
4. Experience providing end-user support of bioMérieux systems a plus. 

Knowledge, Skills & Abilities

1. Proficiency in Windows and MS Office, Project Management software, host/remote communications, Hypervisor, and network systems.
2. Ability to travel up to 70% with daily notice.
3. Must be fluent in English.
4. Must be able to work independently, effectively multitask to meet deadlines and competing priorities in a fast-paced environment.
5. Exhibit good decision-making ability, including problem resolution.
6. Strong verbal and written communication skills with presentation skills for critical customer meetings to produce delighted reference customers.
7. Exhibit good interpersonal and diplomacy skills, excellent verbal, and written capabilities through previous experiences such as teaching, sales, or management.
8. Consistently uphold and reflects the core ethical principles and values that bioMérieux promotes

Working Conditions & Physical Requirements

1. Ability to remain in stationary position, often standing, for prolonged periods.
2. Ability to ascend/descend stairs, ladders, ramps, and the like.
3. Ability to wear PPE correctly most of the day.
4. Domestic Travel: 70%
5. International Travel: 5%

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).