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Description
Position Summary:
This role can be based in Salt Lake City, Durham, or surrounding areas.
Strategically manage activities associated with the Lab IT team and cross-functionally collaborating with the varying functions within the IT & Data Solutions teams to effectively deliver Data & IT solutions to ensure world class technical customer service is provided for all internal and external customers on all diagnostic test systems marketed by bioMérieux.
Primary Responsibilities
- Lead Connectivity implementation processes to drive the completion of Remote Solutions installation for the diagnostic systems marketed by bioMérieux to ensure remote connectivity is available to deliver world class customer service.
- Manage and drive the elevated customer support processes to ensure customer needs and expectations are met for molecular and middleware systems marketed by bioMérieux.
- Establish and deliver Lab IT support, training, troubleshooting and consultation to internal and external customers for diagnostic test systems marketed by bioMérieux.
- Provide leadership, enforce company and departmental policies and procedures, facilitate communication among front line staff, set priorities and coordinate teamwork among customer facing groups to achieve customer satisfaction.
- Establish project implementation process, effectively manage Lab IT projects, and drive completion of these projects to completion by established timelines.
- Ensure proper training and development is provided for employees. Motivate team members to achieve goals and objectives through individual coaching, staff meetings and routine reporting; implement corrective action process as required.
- Manage the review cycle for all major communications between Customer Service and customers and/or field sales to include customer bulletins, product package inserts, training guides, etc.
- Coordinate response to customer and sales force inquiries on bioMérieux Lab IT products and services.
- Determine best practices and work with department management to align on identified best practice to ensure serviceability of our customers and organizational objectives are met.
- Perform all work in compliance with company quality procedures and standards.
- Performs other duties as assigned.
Education, Skills & Experience
- Bachelor’s degree in Computer Science, Medical Technology, Business Management or applicable field/discipline with 5+ years’ experience in technical service and management experience in medical equipment or computer networking
- 2+ years demonstrated leadership experience, including ability to lead/manage projects and tasks assigned by management
- 5+ years expertise in solution deployment in the IVD or biotech industry preferred.
- Experience in Healthcare Support Center highly preferred - Lab IT experience is a plus
- Experience in Medical Device, Pharmaceutical, or Healthcare industries highly desired
- Security+, Networking+, and/or PMP certifications are preferred
- Experience with systems marketed by bioMérieux is preferred.
BioFire Diagnostics, LLC. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioFire Diagnostics’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).
