For over 40 years, DiaSorin has been on a mission on five continents to develop, produce and commercialize diagnostic tests for a wide range of clinical areas. Our tests are designed for hospitals and private testing laboratories, in the markets of immunodiagnostics and molecular diagnostics. We believe in a respectful and supportive workplace that attracts and celebrates the uniqueness of a diverse workforce that represents our community and customers.
JOB SUMMARY
* Responsible to hire, develop and direct service personnel within the North American Field Service organization in support of Luminex clinical diagnostics, life science research, and Public Health market segments.
* Drive consistent delivery of a world class field service experience as measured by customer survey program.
* Ensure Field Service compliance with all quality and regulatory requirements.
* Achieve all assigned FS financial targets.
* Act in support of the Sales team’s achievement of budgeted sales revenue targets.
Key Responsibilities and Duties
* Define the needs of Luminex Field Service department and provide tools and processes necessary to deliver a world class service experience
* Define and maintain proper staffing levels necessary to meet all Field Service objectives
* Plan and direct training of all FS personnel working seamlessly with the TPM team
* Drive continual improvement of the FS teams service delivery through tracking and achieving appropriate KPIs (customer satisfaction, on-time PMs, SLA targets, quality targets, EPI, etc.)
* Ensure timely and high quality complaint handling and problem resolution by resolving issues efficiently and completely
* Support achievement of service revenue objectives as budgeted
* Manage operating expenses within assigned budget
* Gain a basic understanding of all Luminex instruments, software and assays
* Participate in the ECO/DCO process as necessary
* Other duties as assigned.
Additional Responsibilities and Duties
QUALIFICATIONS
Education
Education Level Education Details Pref / Req And / Or
Bachelor’s Degree or equivalent work experience
Work Experience
Minimum Years of Experience Experience Details Pref / Req And / Or
Field Service Experience
Leadership experience
Familiarity with CRM processes, Salesforce preferred
Experience with ISO and FDA guidelines. Fully understands complaint handling requirements
Experience in a GMP regulated environment
Experience working independently in a fast-paced environment with rapidly changing priorities
Familiar with CLIA, CAP, and JACHO requirements
Budgeting and Fiscal management
Specific Licenses and Certifications
Licenses/Certifications Pref / Req And / Or
Training and Skills
Preferred Training and Skills Proficiency
A strong dedication to quality customer service
Highly organized with proven time management and prioritization skills
Ability to work independently and with minimal supervision
Ability to work as a member of a cross functional team.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
Physical Demand Rarely Occasionally Frequently Constantly Weight
Standing X
Walking X
Sitting X
Lifting X 50
Carrying X 50
Pushing X 50
Pulling X 50
Climbing X
Stooping X
Kneeling X
Reaching X
Talking X
Hearing X
Working Environment
Working Environment Rarely Occasionally Frequently Constantly
Hazards X
Travel Requirements
Estimated Amount Brief Description
60% Travel may be required
What we offer
Receive a competitive salary and benefits package as you grow your career at DiaSorin. Join our team and discover how your work can impact the lives of people all over the world.
We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
DiaSorin Inc and DiaSorin Molecular LLC are Affirmative Action and Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Equal Employment Opportunity
Posters:https://www.dol.gov/agencies/ofccp/posters.
If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email:. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail:or call toll-free 1.800.328.1482.
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