Technical Support Specialist

At BioFire Defense, our workplace is as vibrant as our mission: casual vibes, intense execution, and a passion for IMPACT.

Position Summary

The Technical Support Specialist role is on the Customer Technical Support (CTS) team within the Customer Support Operations (CSO) department. It requires working directly with BFDF customers to investigate and resolve their technical problems but can also be referred by Customer Service, Sales, or other BFDF employees. This role will be responsible for ensuring that BFDF customers receive prompt, accurate, and professional assistance. This role will work closely with the rest of the Commercial Operations team (especially the Field Application Specialist and Sales teams) but also work interdepartmentally with the Quality, Production, Research and Development, etc. teams in the investigation and resolution of customer issues. The Technical Support Specialist is the SME for instrumentation and product workflows. Additional related responsibilities include Post-market support and surveillance for system installations, upgrades, recalls, training, and field technical troubleshooting.

Domestic travel is required 10% of the time. Must have a Bachelor's Degree.

Primary Duties

1. Perform all work in compliance with company policy and within the guidelines of BFDF Quality System.
2. Respond promptly and accurately to technical-related customer calls or e-mails.
3. Responsible for handling customer complaints following the compliant handling process.
4. Responsible for tracking post market surveillance in a way that allows cooperation with the BFDF Quality departments and affiliates (BioMerieux industry, BioMerieux Salt Lake).
5. Generate reports to demonstrate KPIs to meet department and quality goals.
6. Manage product returns through the RMA process.
7. Drives timeline for prompt instrument service and customer complaint resolution.
8. Represent CSO for internal and external audits, including compiling and presenting data.
9. Continuously grow knowledge and expertise of current and upcoming BioFire products to support customers and sales.
10. Provide direct remote support to customers with initial installation and training on purchased equipment.
11. Support existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training.
12. Work directly with sales team and distribution partners to increase sales through successful demonstrations of products.
13. Develop and maintain training program to be used by employees and customers for each product line.
14. Provide feedback to marketing managers targeted at improving the overall product offering.
15. Travel up to 10% of the time to interface with customers, attend tradeshows and demonstrate products.

Principal Decisions

Minimum time and type experience required for this position.

1. Possesses 0-5 years of experience in a customer-facing role. (Required)
2. Strong understanding of Polymerase Chain Reaction (PCR). (Preferred)
3. Strong existing knowledge of BioFire Defense product-line and customer-base. (Preferred)
4. Familiarity with a variety of the customer application of technology including concepts, practices, and procedures in the Clinical Laboratory, Molecular Biology, and Infectious Disease testing. (Preferred)

Familiarity with CBRNE market. (Preferred)

Benefits:

Medical

Dental

Vision

Bonus eligible

9/8/80 work schedule (every other Friday off)

401k - company match of 5% regardless of participation and up to a total of 9.5% company match if contributing

160 Hours of PTO (prorated from date of hire)

9 Paid Holidays

Paid Winter Break from the work week between December 24 thru December 31

Participation in Company's Wellness Program (discounted medical premiums)

Multiple Company Sponsored Events Each Year (catered breakfast/lunch, holiday parties, snacks)

Convenient location near I-15 and Trax Station

Free Parking

Our EEO Policy

BioFire Defense is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law. BioFire Defense complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.