Field Application Specialist - West

Position Summary:

BioFire Defense is looking for a remote, incentive eligible, Field Application Specialist (FAS) based on or near the West Coast of the United States. The FAS will provide direct field support to new and existing BioFire Defense customers inclusive of system installations, associated upgrades, initial and secondary customer trainings, field technical troubleshooting in support of BioFire Defense Technical Support staff, and assay panel add-ons for existing customers. The FAS will work closely with Sales to ensure that customers receive prompt and accurate professional support in furthering business needs. The FAS will also work closely with Customer Technical Support, along with other departments, including but not limited to: Quality, R&D, Marketing, etc., in the investigation and resolution of customer issues. In order to stay current with BioFire Defense products, the FAS will play an active role in product evaluations, development, and be expected to participate in the support, advancement and improvement of departmental and company processes, workflows, standards, tools, etc. insofar as it is applicable to this position. This role bridges technical knowledge with customer service, helping maximize customer success while supporting the company’s revenue goals.

Principal Job Duties and Responsibilities:

1. Serve as the primary technical resource for customer onboarding, training, and ongoing

continuous application support.

2. Support new and prospective customers with initial installation and training on purchased

or evaluation equipment as needed.

3. Support existing customers with additional training and technical assistance as needed or as product enhancements are launched that require additional training.
4. Deliver customer training sessions (individual and group) to ensure effective adoption and

use of BioFire Defense (BFDf) products.

5. Tailor communications for intended audience such as, but not limited to: medical technologists, lab supervisors, lab managers, medical assistants, office managers, nurses, nurse practitioners, physician assistants, and physicians.
6. Provide training, support, and educational assistance to coworkers and colleagues as needed for new-employee training, cross-training within/across departments, and backup support.
7. Travel up to 90% to interface with customers (domestically and internationally), educate, demonstrate products, and handle instrumentation at trade shows, work-related meetings (both internally and customer-facing), and other customer-facing events as applicable.
8. Develops, cultivates, and maintains strong professional relationships with customers. This includes developing a professional familiarity with customers that fosters growth in their relationship with BFDf and in turn, can aid in greater sales opportunities.
9. Provide “above and beyond” attention and support to both new and existing customers in order to ensure that their needs are met and staff is fully trained and capable of successfully utilizing BFDf products for their practice. Travels to customer sites on short notice, corresponding with customers via phone or email as frequently as needed, and visit customer accounts multiple times a year.
10. Collaborate with the Customer Technical Support (CTS) team to resolve escalated cases requiring on-site expertise. This includes responding promptly and accurately to technical support calls or emails as requested by CTS.
11. Work with Sales and other related departments to increase sales through successful demonstrations of products, educating on panel utilization, and value of product-line.
12. Work with Marketing and other related departments to improve the overall product offering.
13. Work and communicate effectively with all other internal teams, such as, but not limited to: R&D, Quality, Regulatory, etc.
14. Perform all work in compliance with company policy and within BFDf Quality System.
15. Work alongside and cross-train as needed within the CSO team (such as with CTS).
16. Track all activity, tasks/events, & WOs in current CRM tool. Consistently & continuously ensure that all information utilized in CRM is accurate and consistent, and aid in the development and improvement of any other applicable software utilized in CSO as needed.
17. Perform basic service of BFDf applications, networking, and interfacing as applicable.
18. Effectively perform basic installation, service, and troubleshooting of BFDf hardware, software, and provide or facilitate customer data analysis as needed.
19. Continuously work towards achieving Annual Priorities and bonuses/MBOs (as applicable).
20. Performs other duties as assigned and required by the Associate Director of CSO.

Supplemental Data: (Information that will enhance the understanding of the nature of the job; e.g., number of people directly supervised; total staff supervised; sales volume impacted; operating budget, extent of travel required, etc.)

1. Domestic travel required 80% of time.
2. International travel required 10% of time.

Qualifications

Training and Education: (Minimum education and/or training requirements for this position; i.e., high school diploma, college degree, certification)

• Bachelor’s Degree in a life science or equivalent discipline. (Required)
• Education and/or training within the Military and/or government entities such as Veterans Affairs, State Health Department, etc. (Preferred)

Experience: (Minimum time and type experience required for this position)

• At least 2 years of related experience in a hospital laboratory or equivalent setting. (Required)
• Lab experience in aforementioned Military and/or government entities. (Strongly Preferred)
• Candidates with related technical field applications support experience. (Strongly Preferred)
• Experience with lab regulatory agency guidelines from CLIA, CAP, etc. (Preferred)

Skills:   (Special skills required; e.g., negotiation, technical writing; statistical evaluation)

• Familiar with a wide variety of concepts, practices, and procedures commonly utilized within hospital labs for infectious disease testing such as aseptic technique, LEAN, etc.
• Ability to work independently, manage time effectively, and possesses strong organizational and follow-up skills.
• Possesses strong interpersonal communication skills and soft skills to effectively interact, listen, and empathize with colleagues and customers alike. Ability to relate to and tailor communications for staff such as, but not limited to, medical technologists, lab supervisors, lab managers, medical assistants, office managers, nurses, nurse practitioners, physician assistants, and physicians.
• Ability to cultivate and maintain strong relationships with customers with the expressed goal of ensuring customer satisfaction and success.
• Must be highly skilled in both written and verbal communication while also being able to interact
• with a variety of scientific levels while presenting on BFDf products and interests.
• Ability to regularly and effectively communicate remotely to maintain professional working relationships with other BFDf employees.
• Ability and desire to develop subject matter expertise on the BFDf product portfolio (including assays, instruments, and workflows). Applicable to both current and future products.
• Familiarity with Molecular Biology, Microbiology, & Infectious Disease testing.
• Proficient with Microsoft Office Suite including Excel, Word, PowerPoint, and Outlook.
• Ability to learn and become proficient in understanding the needs of the various BFDf customer types, distributors, and relationships between them as well as between BFDf and BMX.
• Effective troubleshooting and problem-solving skills that are expected to be applied to address both internal and external customer- facing issues with a customer- first mindset.
• Ability to manage a flexible schedule with frequent travel and adapt as necessary.
• Discernment and ability to optimize work-related travel to ensure efficient and effective use of time while also adapting as needed to sudden or unexpected changes in travel plans if applicable.
• Comfortable working in BSL-2/BSL-3 laboratory environments.
• Comfortable working with customers in the government/Department of Defense (DoD).
• Drive and ambition to contribute towards overall company success.

Physical Requirements:  (List any special physical requirements needed to perform the job, such as ability to lift specific weight.  List “None” if there are no special requirements)

• Should be able to lift and maneuver up to 60 lbs safely.
• Should be able to handle the physical stress of frequent and consistent travel.
• This position requires successful completion of background checks, drug screens, and other similar consumer reports as necessary for credentialing purposes.

• Must be eligible for U.S. Government Clearance and Common Access Card (CAC).