Lab IT Technical Support Specialist

2 weeks ago


Cebu City, Central Visayas, Philippines bioMerieux, Inc Full time
bioMerieux, Inc Lab IT Technical Support Specialist Philadelphia , Pennsylvania Apply Now

Reference #: DescriptionPosition 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.

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.
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