Global Connected Systems Specialist I - Biofire

Position Summary:

The Global Connected System Specialist I (GCSS I) provides L2 applications and technical support including networking connectivity and utilization, along with general software and applications support for bioMérieux products. The CSS is also responsible for training, troubleshooting, and project management to internal and external customers for the diagnostic test systems identified by management.

Primary Responsibilities:

• Answer inquiries from subsidiaries and distributors, escalated complaints, and/or suggestions per established guidelines and document in ERP system; consult as appropriate with applicable stakeholders.
• Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
• Perform problem analysis and develop resolution action plan.
• Maintain expert knowledge in supporting bioMérieux connectivity and test result solutions.
• Provide technical assistance to subsidiaries, distributors, and other applicable stakeholders via correspondence, phone and in person as appropriate to diagnose difficult instrument/test related problems as required.
• Act as lead liaison between GCS/CSI and LCS, for the assigned escalated case, communicating and de-escalating information as needed.
• Provide technical leadership and guidance as a cross functional Subject Matter Expert to ensure overall success of service delivery.
• Create and maintain documentation needed to support product line including but not limited to training materials, procedures, and FAQ’s.
• Update customer support knowledge base and frequently asked questions (FAQ).
• Participate in post-implementation cross functional activities to identify and address all product needs.
• Participate and contribute to project teams and support new product/service lines by ensuring required actions and deliverables are completed on time; contributing to all project team decisions and implementation; representing the technical voice of the customer; proposing quality improvements; being part of design reviews; sharing project team decisions and information with the applications team; and escalating deviances and action plans.
• Obtain ERP certification; execute investigation process and apply as needed. Identify and develop system/product specific revenue opportunities.
• Performs other duties as assigned.

Education, Skills, & Experience:

• Bachelor’s degree in computer science/information technology, laboratory technology, or related technical field with:
  
  • Minimum 2 years of professional experience in IT, Systems Engineering, and/or networking/connectivity troubleshooting, and identifying hardware and software applications issues. 
  • Minimum 2 years of customer facing experience required.
• In lieu of a degree, High School diploma/GED with the following also accepted:
  • Minimum 6 years of professional experience in IT, Systems Engineering, and/or networking/connectivity troubleshooting, and identifying hardware and software applications issues. 
  • Minimum 2 years of customer facing experience required.
• Professional certifications a plus.
• Experience in complaint handling, resolving customer problems, and providing a high level of customer satisfaction required.
• Previous experience in a clinical laboratory/IVD industry setting preferred. 
• Previous experience supporting bioMérieux systems a plus. 

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