Job Information
BioFire Diagnostics, LLC. Clinical System Engineer I in Durham, North Carolina
Primary Duties
Prioritize answering customer inquiries, both internal and external, per established guidelines and documents in ERP system; consult as appropriate with Clinical Applications Specialists, peers, Management, Global Customer Support and Lab IT Specialists.
Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
Implement problem solving and troubleshooting techniques to resolve customer concerns raised during installation, operation, and maintenance events.
Establish and maintain ERP certification.
Learn bioMérieux products and procedures that are job specific and assist with implementation of new products.
Learn and develop networking skills to provide connectivity support for our solutions.
Perform on-call duties as needed to provide 24-hour technical support to customers.
Participate in 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.
Supplemental Data
Scope and Resources Accountability : Provide world class service to customers based in the U.S.; Accomplish annual organizational objectives.
Financial Indicators (revenue, budget, etc.) : Departmental Revenue contributions and OPEX budget control.
Key Performance Indicators (KPIs) : Customer Satisfaction, Service Level, Returned Calls, Call Closure Rate.
Key Contacts (internal/external) and Interfaces : All necessary internal and external contacts needed to resolve customer questions or complaints.
Training and Education
Associate ’s degree or technical school equivalent in Electronic Technology, Computer Science preferred or equivalent military training or minimum 3 years experience in a related field.
Knowledge, Skills, Abilities
Excellent written and oral communication skills.
Attention to detail and great organizational skills.
Demonstrated ability to develop a working knowledge on multiple complex electrical systems.
Proficiency in basic networking skills.
Proficiency in a variety of computer programs including Microsoft Office Suite.
Knowledge of bioMérieux products and Salesforce is a plus.