Application Support Jobs in Raleigh, NC (NOW HIRING)

Position Summary

Provides technical training, implementation support, troubleshooting, and consultative application services for bioMerieux diagnostic solutions. Supports customer adoption and utilization of assigned product lines through effective education, problem resolution, and ongoing customer support. Collaborates with internal and external stakeholders to ensure successful instrument implementation, customer satisfaction, and achievement of business objectives. Works independently within established procedures while developing technical expertise and customer relationship management skills.

Position Duties

1. Deliver customer training, implementation support, and application consultation for assigned diagnostic product lines.
2. Provide technical troubleshooting and issue resolution for routine to moderately complex customer inquiries, escalating complex issues as appropriate.
3. Support instrument installations, validations, go-live activities, and workflow optimization efforts at customer sites and remotely.
4. Develop and maintain productive customer relationships through responsive support and effective communication.
5. Accurately document customer interactions, activities, and resolutions within designated CRM and quality systems.
6. Collaborate with Sales, Service, Technical Support, and other internal stakeholders to address customer needs and ensure timely resolution of issues.
7. Manage assigned territory activities, schedules, and travel within established operating guidelines and budget expectations.
8. Support customer retention, utilization, and revenue growth initiatives through effective application support and customer education.
9. Meet established performance metrics related to customer satisfaction, responsiveness, utilization, and operational effectiveness.
10. Perform all work in compliance with company quality procedures and standards.
11. Perform other duties as assigned.

Qualifications

Required Education, Training and Experience

• Bachelor degree in Medical Technology, Clinical Laboratory Science, Life Sciences, or scientific field.
• 2+ years of professional experience in one or more of the following areas:
  • Clinical laboratory operations and diagnostic testing
  • Training and education of laboratory, healthcare, or technical personnel
  • Implementation, validation, or go-live support for diagnostic products, medical technologies, or laboratory systems
  • Technical troubleshooting and resolution of instrument, software, workflow, or application-related issues

Preferred Education, Training and Experience

• Experience working directly with customers, end users, healthcare professionals, or laboratory personnel preferred.
• Experience supporting diagnostic instrumentation, laboratory information systems, or related technologies preferred.
• Experience with CLIA regulations and/or other laboratory credentialing standards preferred

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMerieux promotes.
• Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
• Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
• Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently.
• Ability to deal with difficult situations in a timely and bold manner.
• Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives.
• Written and Oral Communication skills including the ability to communicate technical data in written and presentation form.
• Build and maintain positive, productive interactions with colleagues.
• Maintain composure by having the skill of staying calm, focused, and professional in high-pressure or stressful situations.
• Advanced skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.

Working Conditions and Physical Requirements

• Ability to remain in stationary position, either sitting or standing, for prolonged periods
• Ability to ascend/descend stairs, ladders, ramps, and the like
• Ability to wear PPE correctly most of the day
• Ability to adjust or move objects up to 50 pounds in all directions

Travel Requirements

• Domestic travel required: 75%
• International travel required: up to 5%

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [emailprotected].
BioMerieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. 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 BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at [emailprotected], or by dialing 711 for access to Telecommunications Relay Services (TRS).