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- Assist with bioMérieux middleware upgrade projects and tasks to meet deadlines in support of organizational objectives and Field Actions.
- Facilitate and deliver installation of new middleware platforms, including Virtual Machines (VMs).
- Answer internal and external customer inquiries per established guideline and document in CRM system; consult as appropriate with IT Software Specialist, Application Specialist, System Engineer, Field IT Specialist, Management, Global Customer Support.
- Provide problem solving and troubleshooting for remote/phone support as well as on-site Lab IT support issues.
- Assist with launch/implementation of new systems by learning new products, providing input to development of documentation, and troubleshooting procedures for all systems.
- Obtain CRM certification and adhere to the recertification process; execute investigation process and apply as needed.
- Perform on-call duties as needed to provide 24-hour technical support to customers.
- Perform all work in compliance with company quality procedures and standards.
- Communicate effectively with customers, colleagues, and management to ensure current status and next steps are clear for outstanding customer issues.
- Maintain close contact with customers to ensure problems are corrected before leading to customer dissatisfaction.
- Provide technical assistance to internal customers (Field Sales, Field Service, Technical Support Center) via correspondence, phone, IM and/or e-mail as appropriate to diagnose problems as required.
- Provide training and orientation for new hires as required in all areas of troubleshooting MYLA SW Updates, VM Configurations or other technical requests.
- Assist with the development of training manuals, troubleshooting procedures, and/or Knowledgebase (KB) Articles to assist both support staff and end users.
- Generate Service Reports and accurately document interaction and Document information on 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.
- Enter accurate and timely documentation in CRM system.
- Perform other duties as assigned.
- Bachelor's Degree in Computer Science, Medical Technology, or
- CompTIA Security + certification preferred, or certification achieved within 24 months of hire.
- Certifications may be required at any point during employment; ex. Security, Networking
- Experienced in resolving customer problems and providing a high level of customer satisfaction.
- Experience in supporting windows-based servers, software applications, hardware, middleware and computers.
- Previous end-user and/or support experience with systems marketed by bioMerieux or Healthcare IT environment supporting the improvement of health and patient care.
- Must be fluent in English with excellent communication, analytical, facilitation and problem-solving skills.
- Strong verbal and written communication skills with presentation skills for critical customer meetings to produce delighted reference customers.
- Proven ability to learn and master software applications.
- Strong project management skills and ability to manage multiple projects in tandem.
- Must be able to work independently, effectively multitask to meet deadlines and competing priorities in a fast-paced environment.
- 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.
- Employs the expertise of others and provides expertise in a team environment.
- Proficiency in Microsoft Windows and Office (Word, Excel, PowerPoint, Outlook) products.
Laboratory IT Software Specialist I - Salt Lake City, United States - bioMérieux SA
Description
Provide Data& IT technicalsupport, training, troubleshooting, and project management to internal and external customersforthediagnostictestsystemsmarketedbybioMérieux.ItemsundertheIT&Data solutionsumbrella include but are not limited to:
LIS interfaces, networking, Torch/SPOTFIRE, VITEK Reveal, middleware solutions, data management software, integration engine projects, remote device management, Virtual Machine (VM) Installation/configuration, Middleware Software Updates.
Primary DutiesOperational Internal and External Customer Support
1.
Minimum 2 years' experience in support of LIS interfaces, servers, software applications, hardware, middleware, and computers.
2.
Minimum 2 years' experience as a Lab/Medical Technologist or equivalent experience.
3.
Minimum 2 years' experience in end-user support required; with systems marketed by bioMérieux a plus.