Technical Support Specialist

Position Summary

The Technical Support Specialist role is on the Customer Technical Support (CTS) team within the Customer Support Operations (CSO) department. It requires working directly with BFDF customers to investigate and resolve their technical problems but can also be referred by Customer Service, Sales, or other BFDF employees. This role will be responsible for ensuring that BFDF customers receive prompt, accurate, and professional assistance. This role will work closely with the rest of the Commercial Operations team (especially the Field Application Specialist and Sales teams) but also work interdepartmentally with the Quality, Production, Research and Development, etc. teams in the investigation and resolution of customer issues. The Technical Support Specialist is the SME for instrumentation and product workflows. Additional related responsibilities include Post-market support and surveillance for system installations, upgrades, recalls, training, and field technical troubleshooting.

Domestic travel is required 10% of the time. Must have a Bachelor's Degree. 

Primary Duties

Perform all work in compliance with company policy and within the guidelines of BFDF Quality System.

Respond promptly and accurately to technical-related customer calls or e-mails.

Responsible for handling customer complaints following the compliant handling process.

Responsible for tracking post market surveillance in a way that allows cooperation with the BFDF Quality departments and affiliates (BioMerieux industry, BioMerieux Salt Lake).

Generate reports to demonstrate KPIs to meet department and quality goals.

Manage product returns through the RMA process. 

Drives timeline for prompt instrument service and customer complaint resolution.

Represent CSO for internal and external audits, including compiling and presenting data.

Continuously grow knowledge and expertise of current and upcoming BioFire products to support customers and sales.

Provide direct remote support to customers with initial installation and training on purchased equipment.

Support existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training.

Work directly with sales team and distribution partners to increase sales through successful demonstrations of products.

Develop and maintain training program to be used by employees and customers for each product line.

Provide feedback to marketing managers targeted at improving the overall product offering.

Travel up to 10% of the time to interface with customers, attend tradeshows and demonstrate products.

Principal Decisions

Ability to work independently, manage time effectively, and possesses strong organizational and follow-up skills for both customer-facing tasks as well as internal documentation and other required tasks.

Possesses strong interpersonal communication skills and soft skills to effectively interact, listen, and empathize with colleagues and customers alike. Ability to relate to and tailor communications for staff such as, but not limited to, medical technologists, lab supervisors, lab managers, medical assistants, office managers, nurses, nurse practitioners, physician assistants, and physicians.

Must be highly skilled in both written and verbal communication while also being able to interact with a variety of scientific levels while speaking towards the BioFire Defense product-line.

Ability to cultivate and maintain strong relationships with customers with the expressed goal of ensuring customer satisfaction and success.

Should be comfortable addressing an audience and have strong presentations skills.

Available to provide 24/7/365 support answering calls and emails after-hours including weekends and holidays (as needed)

Ability to work remotely and during travel

Ability to work independently, communicate proactively, manage multiple projects and prioritize daily tasks while managing deadlines.

Ability to interpret and present on large datasets.

Ability and desire to develop subject matter expertise on the BFDF product portfolio (including assays, instruments, and workflows). Applicable to both current and future products.

Proficient with Microsoft Office Suite including Excel, Word, PowerPoint, and Outlook.

Ability to learn and become proficient in understanding the needs of the various BFDF customer types, distributors, and relationships between them as well as between BFDF and BMX.

Effective troubleshooting and problem-solving skills that are expected to be applied to address both internal and external customer-facing issues with a customer-first mindset.

Comfortable working with customers in the government/Department of Defense (DoD).

Drive and ambition to contribute towards overall company success.

Training and Education

Bachelor’s Degree in a life science or equivalent discipline. (Required)

Education and/or training with a strong background in Molecular Biology, Microbiology, & Infectious Disease testing.

Experience

Minimum time and type experience required for this position.

Possesses 0-5 years of experience in a customer-facing role. (Required)

Strong understanding of Polymerase Chain Reaction (PCR). (Preferred)

Strong existing knowledge of BioFire Defense product-line and customer-base. (Preferred)

Familiarity with a variety of the customer application of technology including concepts, practices, and procedures in the Clinical Laboratory, Molecular Biology, and Infectious Disease testing. (Preferred)

Familiarity with CBRNE market. (Preferred)