{"id":1761067,"url":"https://alion.io/job/biofire-defense-technical-support-specialist","title":"Technical Support Specialist","company":{"id":2229091,"name":"Biofire Defense","domain":"biofiredefense.com","url":"https://alion.io/company/biofiredefense","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Salt Lake City, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-30T06:00:00Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-13T15:21:14Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Position Summary\nThe 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.\nDomestic travel is required 10% of the time. Must have a Bachelor's Degree. \nPrimary Duties\nPerform all work in compliance with company policy and within the guidelines of BFDF Quality System.\nRespond promptly and accurately to technical-related customer calls or e-mails.\nResponsible for handling customer complaints following the compliant handling process.\nResponsible for tracking post market surveillance in a way that allows cooperation with the BFDF Quality departments and affiliates (BioMerieux industry, BioMerieux Salt Lake).\nGenerate reports to demonstrate KPIs to meet department and quality goals.\nManage product returns through the RMA process. \nDrives timeline for prompt instrument service and customer complaint resolution.\nRepresent CSO for internal and external audits, including compiling and presenting data.\nContinuously grow knowledge and expertise of current and upcoming BioFire products to support customers and sales.\nProvide direct remote support to customers with initial installation and training on purchased equipment.\nSupport existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training.\nWork directly with sales team and distribution partners to increase sales through successful demonstrations of products.\nDevelop and maintain training program to be used by employees and customers for each product line.\nProvide feedback to marketing managers targeted at improving the overall product offering.\nTravel up to 10% of the time to interface with customers, attend tradeshows and demonstrate products.\nPrincipal Decisions\nAbility 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.\nPossesses 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.\nMust 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.\nAbility to cultivate and maintain strong relationships with customers with the expressed goal of ensuring customer satisfaction and success.\nShould be comfortable addressing an audience and have strong presentations skills.\nAvailable to provide 24/7/365 support answering calls and emails after-hours including weekends and holidays (as needed)\nAbility to work remotely and during travel\nAbility to work independently, communicate proactively, manage multiple projects and prioritize daily tasks while managing deadlines.\nAbility to interpret and present on large datasets.\nAbility and desire to develop subject matter expertise on the BFDF product portfolio (including assays, instruments, and workflows). Applicable to both current and future products.\nProficient with Microsoft Office Suite including Excel, Word, PowerPoint, and Outlook.\nAbility 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.\nEffective 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.\nComfortable working with customers in the government/Department of Defense (DoD).\nDrive and ambition to contribute towards overall company success.\nTraining and Education\nBachelor’s Degree in a life science or equivalent discipline. (Required)\nEducation and/or training with a strong background in Molecular Biology, Microbiology, & Infectious Disease testing.\nExperience\nMinimum time and type experience required for this position.\nPossesses 0-5 years of experience in a customer-facing role. (Required)\nStrong understanding of Polymerase Chain Reaction (PCR). (Preferred)\nStrong existing knowledge of BioFire Defense product-line and customer-base. (Preferred)\nFamiliarity 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)\nFamiliarity with CBRNE market. 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