Position Summary:
Provide technical support, training, troubleshooting, and consultation to internal and external customers for the diagnostic test systems marketed by bioMérieux. Utilize electrical/mechanical skills to provide instrument hardware and technical support for bioMérieux systems. Coordinate efforts with Clinical Application Specialists to provide world-class system support for all internal and external customers. A Clinical System Engineer promotes teamwork and cooperation, removes barriers to productivity, creates an enthusiastic/positive work environment.
Primary Responsibilities:
- 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.
Education, Skills, & Experience:
- Associate’s degree or technical school equivalent in Electronic Technology, Computer Science, or equivalent military training
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2+ years of experience in mechanical, electrical, vacuum, or laser systems.
- Biomedical instruments experience preferred.
- High school diploma/GED with 5 years of experience also accepted
- Bachelor's degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Biotechnology, or related field with 0 years of experience also accepted
- Experienced in resolving customer problems and providing a high level of customer satisfaction.
- Demonstrated ability to develop a working knowledge on multiple complex electrical systems.
- Proficiency in basic networking skills.
- Knowledge of bioMérieux products and Salesforce is a plus.
