Connected Systems Specialist I

1. Answer internal and external customer inquiries, complaints, and/or suggestions per established guidelines and document in ERP system; consult as appropriate with Lab/Field IT Specialist, Application Specialist, System Engineer, Field Based Employees, Management, Global Customer Support/CSI.
2. Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
3. Perform problem analysis and develop resolution action plan.
4. Maintain expert knowledge in supporting bioMerieux connectivity and test result solutions.
5. Provide technical assistance to System Engineers, Clinical Applications Specialist, and Lab/Field IT Specialist via correspondence, phone and in person as appropriate to diagnose difficult instrument/test related problems as required.
6. Act as lead liaison between GCS/CSI and LCS, for the assigned case, communicating and escalating information as needed.
7. Provide technical leadership and guidance as a cross functional Subject Matter Expert to ensure overall success of service delivery.
8. Create and maintain documentation needed to support product line including but not limited to training materials, procedures, and FAQ's.
9. Update customer support knowledge base and frequently asked questions (FAQ).
10. Participate in post-implementation cross functional activities to identify and address all product needs.
11. Participate and contribute to project teams and support new product/service offerings.
12. Obtain ERP certification; execute investigation process and apply as needed. Identify and develop system/product specific revenue opportunities.
13. Perform on-call duties as needed to provide 24-hour technical support to customers.
14. Perform all work in compliance with company quality procedures and standards.
15. Performs other duties as assigned.

• Bachelor degree in computer science/information technology, laboratory technology, or related technical field required
• 4 years of related experience will be accepted in lieu of a degree

1. 2 years of professional related experience in IT, Systems Engineering, and/or networking/connectivity troubleshooting, and identifying hardware and software applications issues including customer facing experience required.
2. Experience in complaint handling, resolving customer problems, and providing a high level of customer satisfaction required.
3. Previous experience in a clinical laboratory/IVD industry setting preferred.
4. Previous experience supporting bioMerieux systems a plus.

• Demonstrate ability to effectively contribute to projects and tasks assigned by management.
• Possess an understanding of biology, infectious disease testing, and/or diagnostics.
• Knowledge of general IT infrastructure, networking principles, cybersecurity measures and concerns within a regulatory environment.
• Proficient in Windows OS and MS Office Suite programs.
• Exhibit good decision-making ability, including problem resolution.
• Proficient in Windows OS and MS Office Suite programs.
• Must be able to work independently, effectively multitask to meet deadlines, and complete priorities in a fast-paced environment.
• Exhibit good interpersonal and diplomacy skills, excellent verbal and written capabilities including ability to articulate technical concepts.
• Build and maintain positive, productive interactions with colleagues
• Consistently uphold and reflects the core ethical principles and values that bioMerieux promotes

• Ability to remain in stationary position, often standing, for prolonged periods
• Domestic Travel: 10%

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux 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 [emailprotected].

BioMerieux 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 BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at [emailprotected], or by dialing 711 for access to Telecommunications Relay Services (TRS).