Position

Status

Department

Provides technical support to BFDf customers. Technical support involves working directly with customers to investigate and resolve technical problems that are referred to technical support by Customer Service, Sales and Marketing, or other BFDf employees. Responsible for ensuring that BioFire’s customers receive prompt, accurate and professional assistance. The technical support specialist will work closely with the customer support/sales function and also with the various production and/or R & D departments in the investigation and resolution of customer issues. In order to stay current with BFDf products, the technical support specialist will play an active role in product evaluations and testing at product transfer. Post market support and surveillance includes system installations & associated upgrades, initial and secondary customer training, field technical troubleshooting in support of assay add-ons for existing customers.

Principal Job Duties and Responsibilities:

• Perform all work in compliance with company policy and within the guidelines of BioFire Defense’s Quality System.
• Respond promptly and accurately to technical support calls or e-mails. This will require 24 hour support at some times.
• Support new customers with initial installation and training on purchased equipment.
• Support existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training.
• Travel up to 50% to interface with customers, attend tradeshows and demonstrate products.
• Work with direct sales team and distribution partners to increase sales through successful demonstrations of products.
• Provide feedback to marketing managers targeted at improving the overall product offering.
• Manage product returns through the RMA process.
• Responsible for handling customer complaints and tracking post market medical device surveillance in a way that allows cooperation with BioFire Diagnostics, as the original manufacturer of some products.
• Develop training program to be used by employees and customers for each product line.

Training and Education:

• Bachelor’s degree in life sciences.
• Experience with BFDf products is beneficial.

Experience:

• Familiar with a variety of the field’s concepts, practices, and procedures in the Clinical Laboratory, Molecular Biology and Infectious Disease testing.
• Should be comfortable addressing an audience and have presentations skills.
• Must be highly skilled at communication both written and verbal and should be able to interact with a variety of scientific levels from novice to expert. Extensive travel up to 50%.

Physical Requirements: 

• Should be able to safely lift and maneuver up to 60 pounds
• Should be able to handle the physical stress of frequent travel.

Benefits and Compensation:

• We offer competitive salaries
• 401k
• Vacation/holiday pay
• Medical benefits
• Stimulating work environment