Customer Data & IT Specialist

Position Summary

Perform the implementation of all bioMérieux middleware solutions to include the coordination of installation, maintenance and repair of the middleware solution, LIS interfaces, networking, device relationship management, data management software, and integration projects. Coordinates service and development efforts with customers, technical support, LIS vendors, project teams, marketing and R&D. Perform all administrative actions required to accurately reflect these activities in the project management software tool and the CRM system. Contribute to overall financial goals of Customer Support Operations. Must geographically reside within assigned territory and within a reasonable distance to a major airport.

Primary Duties

Implementation and Customer Support    

1.  Coordinate and Deliver IT Solutions: Manage internal and external technical resources to implement bioMérieux middleware projects, ensuring successful installation and integration with customer Laboratory Information Systems.    
2.  Install, and Support: Set up Lab IT, middleware, and data management solutions at customer sites;  maintenance, and basic repairs; and respond promptly to service requests.    
3.  Diagnose and Resolve Issues: Use remote and onsite tools to troubleshoot system malfunctions, recommend corrective actions, and maintain customer satisfaction through proactive communication.     
4.  Promote and Contribute to Growth: Advise customers on available systems and options, assist with ordering, obtain CRM certification, and support revenue generation through value-added services.    

   
Administrative/Project Management Requirements  

5.  Project Coordination & Documentation: Support Lab IT projects by tracking milestones, documenting progress and delays in project management software, and keeping stakeholders informed of changes.    
6.  Service Reporting & Quality Assurance: Complete service reports and QA checklists during customer interactions, identify and resolve issues, and outline corrective actions clearly.    
7.  Recurring Issue Tracking: Log recurring system or test failures with recommendations for updates to instruments, policies, or procedures.    
8.  Form & CRM Compliance: Accurately complete and submit all required departmental forms and maintain timely, detailed records in the CRM system.    

   
Field Training/Technical Assistance    
9.  Technical Support: Provide on-site and remote assistance to internal teams (Sales, Service, Support) to troubleshoot complex connectivity issues.    
10.  Perform all work in compliance with company quality procedures and standards.    
11.  Performs other duties as assigned.    

Required Experience

9.  Technical Support: Provide on-site and remote assistance to internal teams (Sales, Service, Support) to troubleshoot complex connectivity issues.    
10.  Perform all work in compliance with company quality procedures and standards.    
11.  Performs other duties as assigned.    

Required Knowledge, Skills and Abilities

1. Proficiency in Windows and MS Office, Project Management software, host/remote communications, Hypervisor, and network systems.
   Ability to travel up to 70% with daily notice.
   Must be bilingual (French/English).  
2. Must be able to work independently, effectively multitask to meet deadlines and competing priorities in a fast-paced environment.
3. Exhibit good decision-making ability, including problem resolution.
4. Strong verbal and written communication skills with presentation skills for critical customer meetings to produce delighted reference customers.
5. Exhibit good interpersonal and diplomacy skills, excellent verbal, and written capabilities through previous experiences such as teaching, sales, or management.
6. Maintain composure by having the skill of staying calm, focused, and professional in high-pressure or stressful situations.