Description
Position Summary
Provide high-level technical expertise, leadership, and direction through training, troubleshooting, and project management to internal and external customers for the diagnostic test systems marketed by bioMerieux. Items under the IT & Data Solutions umbrella include but are not limited to: LIS interfaces, networking, middleware solutions, middleware connected systems, Torch/SPOTFIRE connectivity, data management software, integration projects, and remote device management.
Primary Duties
1. Perform root cause analysis, develop resolution action plan, and deliver timely resolution to ensure customer satisfaction with minimal downtime.
2. Provide technical leadership and guidance as a Subject Matter Expert to ensure overall success of service delivery.
3. Provide technical assistance to System Engineers, Applications Specialist, and IT & Data Solutions team via correspondence, phone, and in person as appropriate to diagnose difficult middleware, middleware connected system, and Torch/SPOTFIRE connectivity issues as required.
4. Answer internal and external customer inquiries per established guidelines and document in ERP system; consult as appropriate with IT & Data Solutions team, Application Specialist, System Engineer, Field Based Employees, Management, Global Customer Support/CSI.
5. Lead pre-implementation phase to ensure system/product requirements are in place prior to market launch.
6. Create and maintain documentation needed to support product line and product launches, including but not limited to training materials, procedures, and FAQs.
7. Act as lead liaison between SE&S, GCS/CSI and LCS, for the assigned product, communicating and escalating information as needed.
8. Obtain CRM certification and facilitate real-time documentation for all cases and CRM entries.
9. Continue to support other bioMerieux products as needed.
10. Perform all work in compliance with company quality procedures and standards.
11. Perform other duties as assigned.
Training and Education
Bachelor's degree in computer science, Medical Technology, a related technical field or equivalent OR 4 years clinical laboratory experience with 2 years of IT or LIS validation testing experience.
CompTIA Security + certification preferred, or certification achieved within 24 months of hire.
Experience
1. Minimum 6 years of IT experience in supporting medical devices; bioMerieux systems preferred.
2. Experienced in root cause analysis, identifying, and recommending appropriate solutions to resolve points of failure expeditiously while providing high-level of customer satisfaction.
3. Previous experience in the support of product or software launch is preferred.
4. Project management experience preferred.
Knowledge, Skills, and Abilities
1. Must be fluent in English with excellent communication, analytical, facilitation and problem-solving skills.
2. Exemplify essential collaboration and communication skills, including diplomacy and interpersonal skills.
3. Demonstrate ability to lead/manage projects and tasks assigned by management.
4. Possess working knowledge in Information Technology and demonstrate expertise in one or more of the following disciplines: MYLA, VITEK MS, VITEK 2, VIRTUO, or BacT/Alert.
5. Proficient in Windows OS, MS Office programs.
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