This position follows a hybrid schedule, and the selected candidate will be expected to report onsite to either our Raleigh/Durham, Salt Lake City or St. Louis office 2-3 times per week.

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 Duties 

1. 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.
2. Provide consistent follow up to ensure customer satisfaction and meet minimum key performance indicators.
3. Implement problem solving and troubleshooting techniques to resolve customer concerns raised during installation, operation, and maintenance events.
4. Establish and maintain ERP certification.
5. Learn bioMérieux products and procedures that are job specific and assist with implementation of new products.
6. Learn and develop networking skills to provide connectivity support for our solutions.
7. Perform on‑call duties as needed to provide 24‑hour technical support to customers.
8. Participate in revenue generation initiatives through promotion of value‑added projects and services.
9. Perform all work in compliance with company quality procedures and standards.
10. Perform other duties as assigned.

Qualifications

1. Bachelor degree in Electronic Technology, Computer Science, Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Biotechnology, or related field preferred.
2. For candidates with a related bachelor's degree, 2+ years of troubleshooting experience in mechanical, electrical, vacuum, laser systems, or related experience is required
3. For candidate's without a bachelor's degree, 6+ years of troubleshooting experience in mechanical, electrical, vacuum, laser systems, or related experience is required.
4. Experienced in resolving customer problems and providing a high level of customer satisfaction.
5. Biomedical instruments experience preferred.
6. Experience with bioMérieux products and Salesforce is a plus.

Knowledge, Skills, and Abilities 

1. Functional skills including critical thinking, adaptability, time management, communication, problem‑solving and digital literacy.
2. Technical learning aptitude to quickly understand and acquire new technical knowledge and skills.
3. Effective and efficient problem analysis that leads to high‑quality decisions.
4. Learning agility to be able to learn from experiences and apply that knowledge to new situations.
5. Critical thinking, using logic and reason to analyze information and make decisions in the workplace.
6. Detail orientation to complete tasks without errors and produce high‑quality work.
7. Analyze data and make decisions/recommendations, using data to guide decision‑making and provide suggestions for improvement.
8. Understand complex information and interpret it accurately, often requiring critical thinking and analysis to grasp the full picture.
9. Thriving in a fast‑paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
10. Organizing work and resources efficiently to ensure smooth operations.
11. Troubleshooting issues to identify and resolve problems efficiently.
12. Develop a working knowledge on multiple complex electrical systems.
13. Proficiency in basic networking skills.
14. Ability to cooperate with others at all levels including leadership.
15. Effective verbal communication skills.
16. Easily accessible and open to communication.
17. Maintain composure by having the skill of staying calm, focused, and professional in high‑pressure or stressful situations.
18. Consistently uphold and reflect the core ethical principles and values that bioMérieux promotes.

Working Conditions & Physical Requirements

• Ability to remain in a stationary position (often standing) for prolonged periods.
• Domestic travel required 5% of the time.