Description Covers West coast Territory The Industry Field IT Specialist I is a key technical resource responsible for the successful implementation and support of bioMrieux middleware and instrument software solutions across diverse customer environments. This entry-level field role requires a strong foundation in IT systems and a collaborative mindset to ensure seamless integration of bioMrieux industrial solutions into customer infrastructures.
The specialist will work closely with customer IT departments to configure systems, establish secure connectivity with Laboratory Information Management Systems (LIMS), and deploy remote support tools. They will also provide ongoing technical support, including software updates and cybersecurity compliance, to maintain system integrity and performance. This role demands a proactive approach to troubleshooting, excellent communication skills, and the ability to manage multiple projects in a fast-paced, customer-facing environment.
Local Position DutiesImplementation and Customer Support- Coordinate internal and external technical teams to successfully deliver IT implementation projects and solutions for customers.
- Support the setup and installation of software and middleware at customer sites or data centers, ensuring systems are properly networked and fully functional.
- Assist in integrating company solutions with customer Laboratory Information Management Systems (LIMS) by managing communication and technical resources.
- Troubleshoot and resolve system issues both remotely and onsite to maintain optimal performance.
- Respond promptly to all field IT service requests, ensuring timely and effective resolution within assigned projects or regions.
- Collaborate with customers to identify system-related challenges, research solutions, and recommend corrective actions.
- Maintain strong customer relationships by proactively addressing issues to ensure satisfaction and reliability.
- Provide customers with information about available systems, options, and consumables, and coordinate with sales teams to support ordering.
- Obtain and maintain CRM certification to support service investigations and documentation.
- Support revenue growth by promoting value-added projects, products, and services.
Administrative / Project Management Requirements- Support Field IT projects by meeting milestones, deadlines, and requirements while keeping stakeholders informed of progress or changes.
- Record all project activities, accomplishments, delays, and related tasks in the designated project management or CRM system.
- Complete detailed service reports and checklists for every customer interaction to accurately capture system, customer, or test-related issues.
- Resolve identified problems or develop corrective action plans, clearly communicating next steps to customers during service interactions.
- Track and document recurring system or test-related failures, including recommendations for improvements to equipment, policies, or documentation.
- Complete and submit all required departmental forms-such as Service Reports, Preventive Maintenance Checklists, and Expense Statements-on time and in line with company policies.
- Maintain accurate and timely records within the CRM system to ensure data integrity and service traceability.
Field Training / Technical Assistance- Deliver IT end-user support on bioMrieux middleware or software solutions and associated connected systems.
- Provide on-site and remote technical assistance to internal customers (Sales, Field Applications, Field Service, Technical Support Center) via correspondence, phone and in person as appropriate to diagnose difficult connectivity problems as required.
- Provide field training and orientation for new hires as required in all areas of troubleshooting and installation of solutions as needed.
- Perform all work in compliance with company quality procedures and standards.
- Perform other duties as assigned.
QualificationsRequired Education, Training and Experience- Bachelor degree required in Information Technology, Computer Science, Information Systems, Computer Engineering, Biotechnology, or related technical discipline and no experience required.
- OR HS Diploma/GED and 4 years of experience in end-user support and IT experience as it relates to industrial microbiology or related field, support of LIMS interfacing, networking support, servers, software applications, hardware, middleware, and computers.
Preferred Experience- 2+ years of experience in end-user support.
- 2+ years of IT experience as it relates to industrial microbiology or related field, support of LIMS interfacing, networking support, servers, software applications, hardware, middleware, and computers.
- Experience in systems marketed by bioMrieux preferred
Knowledge, Skills, and Abilities (KSA's)- Consistently upholds and reflects the core ethical principles and values that bioMrieux promotes.
- Written Communications - including the ability to communicate technical data in written form.
- Critical thinking, using logic and reason to analyze information and make decisions in the workplace.
- Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
- Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives.
- Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
- Skilled in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel. Expert: leads in applying technology; innovates, optimizes processes, and trains others.
- Must be fluent in English.
- Must have and maintain a valid driver's license and passport.
Supplemental Data- Must geographically reside within assigned territory and within a reasonable distance to a major airport.
- Certifications may be required at any point during employment; ex. Security, Networking.
- Contribute to sales goals of the bioMrieux Industry Unit.
- Key performance indicators include customer satisfaction, implementations completed, repeat visits, and achievement of departmental OPEX and revenue goals.
- Key contacts include all necessary internal and external interfaces required to resolve customer questions or complaints.
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
Travel Requirements - Domestic travel required: 60% of time
- International travel required: 5% of time
- Total travel required: 65% of time
- Company car provided
The estimated salary range for is between $74,800 - 91,700. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux's bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate's experience and will be presented in writing at the time of the offer.
In addition, bioMrieux offers a competitive Total Rewards package that may include:
A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
Company-Provided Life and Accidental Death Insurance
Short and Long-Term Disability Insurance
Retirement Plan including a generous non-discretionary employer contribution and employer match.
Adoption Assistance
Wellness Programs
Employee Assistance Program
Commuter Benefits
Various voluntary benefit offerings
Discount programs
Parental leaves
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