Job Information
bioMerieux, Inc Lab IT Technical Support Specialist in Philadelphia, Pennsylvania
Reference #: 14255330 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
- Perform root cause analysis, develop resolution action plan, and deliver timely resolution to ensure customer satisfaction with minimal downtime.
- Provide technical leadership and guidance as a Subject Matter Expert to ensure overall success of service delivery.
- 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.
- 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.
- Lead pre-implementation phase to ensure system/product requirements are in place prior to market launch.
- Create and maintain documentation needed to support product line and product launches, including but not limited to training materials, procedures, and FAQs.
- Act as lead liaison between SE&S, GCS/CSI and LCS, for the assigned product, communicating and escalating information as needed.
- Obtain CRM certification and facilitate real-time documentation for all cases and CRM entries.
- Continue to support other bioMerieux products as needed.
- Perform all work in compliance with company quality procedures and standards.
- 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
- Minimum 6 years of IT experience in supporting medical devices; bioMerieux systems preferred.
- Experienced in root cause analysis, identifying, and recommending appropriate solutions to resolve points of failure expeditiously while providing high-level of customer satisfaction.
- Previous experience in the support of product or software launch is preferred.
- Project management experience preferred.
Knowledge, Skills, and Abilities
- Must be fluent in English with excellent communication, analytical, facilitation and problem-solving skills.
- Exemplify essential collaboration and communication skills, including diplomacy and interpersonal skills.
- Demonstrate ability to lead/manage projects and tasks assigned by management.
- 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.
- Proficient in Windows OS, MS Office programs.