Field IT Specialist I - East Central Territory

Position Summary:

Perform the implementation of bioMérieux middleware solutions to include the coordination of installation, maintenance/repair of middleware, LIS interfaces, networking, device relationship management, data management software, customer training, and integration projects. Coordinates service and development efforts with customers and internal partners. Perform administrative actions required to reflect these activities. Contribute to financial goals of Customer Support Operations. The ideal candidate will have a combination of Laboratory and IT/Networking experience. 

This is a field based role supporting the East Central territory covering the states of Minnesota, Wisconsin, Iowa, Illinois, Missouri, and Arkansas. The candidates must reside within the territory or be willing to relocate. Extensive field travel is required - average 65-80% overnight stays.

Primary Responsibilities:

• Field Training/Technical Assistance
  
  • Deliver customer end-user training on bioMérieux middleware solution and associated connected systems.
  • Provide on-site and remote technical assistance to internal customers (Field Sales, Field Service, Technical Support Center) via correspondence, phone and in person as appropriate to diagnose difficult connectivity problems as required.
  • Provide field training and orientation for new hires as required in all areas of troubleshooting and installation of instrumentation as needed.
• Implementation and Customer Support
  
  • Assist with bioMérieux middleware projects by coordinating key external technical IT resources and internal technical resources to effectively deliver the desired IT solution.
  • Support the installation of the middleware solution to the customer facility and/or data center to ensure proper networking and fully functional operation.
  • Support the connection of bioMérieux middleware solution to customer Laboratory Information Systems by coordinating resources internally and externally.
  • Install all Lab IT, middleware and data management solutions sold by bioMérieux, and train customers in proper methods of operation, maintenance, and basic repair procedures.
  • Diagnose and repair system malfunctions, utilizing remote and onsite tools to ensure system operates optimally in all performance areas.
  • Respond expediently to all requests for Lab IT service via communications with service office and project teams; ensures that all Lab IT service requests are fulfilled within area of geographic and project responsibility.
  • Examine system related problems with customer, research alternative solutions using existing and peer resources, and recommend a course of corrective action.
  • Maintain close contact with customers to ensure problems are corrected before leading to customer dissatisfaction.
  • Advise customer on the availability of bioMérieux systems, options, expendables, and assists in the ordering process by contacting the appropriate sales representative.
  • Obtain CRM certification; execute investigation process and apply as needed.
  • Contribute to revenue generation initiatives through promotion of value-added projects and services.
• Administrative/Project Management Requirements
  
  • Support Lab IT Projects to meet milestones, deadlines, and requirements. Communicate changes as needed to ensure expectations are accurate and stakeholders are informed. Document all actions, milestone accomplishments, delays, and other project associated tasks in the preferred project management software.
  • Complete Service Reports and Quality Assurance Checklists for each customer contact in order to accurately document system, customer or test related problems. Correct problems encountered or formulates a corrective action plan which is outlined for customer during time of contact.
  • Document information on recurring system/test related failures. Documentation should include suggestions for changes or modification to existing instrumentation, policies, manuals, or concepts.
  • Complete all required departmental forms including but not limited to Instrument Service Reports, Quality Assurance Checklists, Preventive Maintenance/Verification Checklists, Repair Tags, and Travel Expense Statements and makes timely submission in accordance with departmental policies and procedures.
  • Perform accurate and timely documentation in CRM system.

Education, Skills, & Experience:

• BS in Medical Technology, Information Technology, Information System, Computer Science, or a related technical field with 2+ years’ experience in support of LIS interfaces, LIS/LIMS administrator, networking support, servers, software applications, hardware, middleware, and computers AND 2+ years’ experience in end-user support required
• High School diploma/GED with 5 years of experience in Information Technology or a combination of 5 years’ experience in clinical laboratory experience and IT or LIS validation testing experience AND 2+ years’ experience in support of LIS interfaces, LIS/LIMS administrator, networking support, servers, software applications, hardware, middleware, and computers AND 2+ years’ experience in end-user support also accepted
  • LIS/LIMS experience is highly desired
  • Experience with systems marketed by bioMérieux a highly desired (Myla or Maestria is preferred)
• Experienced in resolving customer networking, server, and/or LIS problems and providing a high level of customer satisfaction.
• Must be able to work independently, effectively multitask to meet deadlines and competing priorities in a fast-paced environment.
• Strong verbal and written communication skills with presentation skills for critical customer meetings to produce delighted reference customers.
• Ability to travel up to 70% with daily notice.
• Proficiency in Windows and MS Office, Project Management software, host/remote communications, Hypervisor, and network systems.
• Exhibit good interpersonal and diplomacy skills, excellent verbal, and written capabilities through previous experiences such as teaching, sales, or management.
• Exhibit good decision-making ability, including problem resolution.
• Must have and maintain a valid driver’s license and passport.
• Must geographically reside within assigned territory and within a reasonable distance to a major airport.
• Certifications may be required at any point during employment; ex. Security, Networking.

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