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Job Description
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.
Position Summary
Provide leadership and guidance to improve an FSE’s (Field Service Engineer’s) territory management, overall technical, and customer relationship skills through scheduling of appropriate training. Ensure all field service staff is aligned per corporate guidelines and training. Ensure that all service manuals and technical updates are being followed exactly as written. Provide service/support to customers with regard to instrument maintenance, calibration, troubleshooting and repair.
Key Duties and Responsibilities
* Provide leadership and support to the Field Service Engineers (FSE’s) to ensure a high level of service for customers while meeting and exceeding company objectives and goals.
* Ensure maximum service profitability through monitoring and management of parts consumption and departmental expenses.
* Provide proper direction to support achievements of service goals and objectives including cost per system per month, mean time between failure, repeat visit analysis, response time, and PM completion objectives.
* Spend a minimum 50% of time in the field reviewing FSE work habits and customer interactions through partnerships or individual follow-up.
* Inspire and motivate team members to deliver consistently excellent customer service.
* Provide service and support to internal and external customers with regard to instrument installation, maintenance, calibration, troubleshooting, and repair:
* Receive information from technical service and logistics teams concerning customer instrumentation.
* Maintain customer and sales force communication.
* Provide timely response to customer inquiries and complaints and ensure compliance with agreed upon customer requirements.
* Determine whether customer complaints are reagent or instrument related.
* Perform instrument installations.
* Perform instrument preventative maintenance.
* Resolve instrument problems by troubleshooting the specific problem (hardware or software) and repairing.
* Fill out work orders according to process and file appropriately.
* Maintain adequate part stock.
* Perform and document installation and operational qualification of all new instruments for the Instrumentation group.
* Read and understand the ECP and GOP procedures required for GMP compliance of new instruments.
* Perform other assignments as required for effective support of field systems and activities at customer site(s).
* Workforce Planning, Hiring, Selection and Onboarding
* Organize resources (headcount) and work assignments to gain maximum efficiency and job enrichment i.e., work teams, territories, special assignments.
* Work with Service Manager to recruit and select employees for open positions, achieving a balance between position/role requirements and the individual skills, knowledge and abilities of employees.
* Oversee onboarding of new employees to assure optimum motivation and retention of staff.
* Training & Development
* Oversee training and development of employees to assure their continual growth.
* Participate in training processes that are designed to develop a highly skilled workforce capable of delivering results consistent with corporate goals and objectives.
* Conduct coaching sessions on a regular basis with staff to discern their work, their progress on defined goals, their strengths and opportunities for improvement on current job and preparation for future responsibilities.
* Follow up on training effectiveness and completion of training syllabus.
* Participate in the development and delivery of internal training programs
* Formally and informally lead training of others in area of competencies where appropriate.
* Participate in formal and informal training required to increase skills to meet work expectations.
* Evaluate the effectiveness of training process and programs.
* Participate in seminars and supervisor training to support department needs.
* Develop leadership competencies and hold FSE’s accountable for work aligned with corporate objectives.
* Performance Management
* Establish and communicate responsibilities and expectations to employees to assure mutual understanding of results expected.
* Prepare and conduct the performance assessment delivering a candid and respectful discussion about results. Perform review process according to corporate guidelines and complete when due.
* Relationships and Communications
* Promote an environment that supports trusting relationships and ethical leadership.
* Maintain positive and productive relationship with other functional groups.
* Promote open channels of communication throughout the organization through continual, thoughtful, and open communications.
* Actively facilitate in the sharing of information across the organization in a way that results in good coordination of actions, decisions, and continuous improvement of results and performance.
* Actively participate in team meetings with all appropriate departments and act as a resource for the group.
* Administrative, Compliance & Safety
* Assist the Service Director in gathering, monitoring and preparation of statistical information and other data utilized for support tracking, continuous improvement and objectives of the department.
* Understand and utilize documentation protocols and accurately and legibly complete all documentation consistent with cGMP and other quality and regulatory requirements.
* Understand the appropriate Universal Operating Procedures (UOPs) pertaining to the work to be performed.
* Review, understand, and accurately complete in a timely fashion all documentation pertaining to the work to be performed, such as procedures, forms, and worksheets.
* Route, handle and/or store completed documentation appropriate for the work completed.
* Follow DiaSorin established compliance procedures designed to ensure that all regulatory requirements are met; activities may include audits, documentation, and the understanding of the requirements of agencies such as OSHA, EPA, NRC, and FDA.
* Perform work in a safe manner consistent with DiaSorin’s health, safety and environmental policies and assume responsibility for personal safety and that of co-workers to result in a safe work environment for all employees and the protection of the environment and the community at large.
* Follow DiaSorin’s established procedures for the safe handling and disposal of hazardous, radioactive and infectious material.
* Participate in DiaSorin’s safety training programs and demonstrate competency in the use of Material Safety Data Sheets, chemical labeling, corporate emergency response procedures, and DiaSorin’s Health, Safety, and Environmental policies.
* Be aware of and understand the hazards specific to the work area and follow appropriate safety precautions necessary to control them.
Other Duties and Responsibilities
* Provide assistance for 24/7 on-call support rotation, acting in the role as Supervisor and arranging for emergency service visit and scheduling if needed.
* Other duties may be assigned based on department or company business needs.
Education, Experience, and Qualifications
* Bachelor’s Degree in related field
* Must have a valid driver’s license in good standing.
* A minimum of six years related experience including two years field service territory management/account assignment. Previous supervisory experience a plus.
* Ability to oversee technical and non-technical aspects of Field Service Engineers
* Basic knowledge of electronics, medical terminology, chemistry, and diagnostics
* Excellent interpersonal and communication skills including: Ability to put others at ease, elicit information, provide timely communication, develop and maintain good employee and customer relationships
* Ability to work in a fast-paced environment and maintain a professional attitude
* Basic knowledge of immunology and immunoassay technology
* Working knowledge of good manufacturing practices (GMPs)
* Understanding of good laboratory practices and techniques
* Knowledge of and skill in using Microsoft Office applications; familiarity with Google Suite
* Ability to work independently
* Ability to oversee training sessions and performance reviews for DiaSorin personnel where needed/applicable
* A thorough understanding of budgeting concepts – salary, business expenses, and/or other costs of doing business
Working Conditions
Physical Demands, Travel, etc.
* Travel: Up to 50%
* The ability sit for long periods of time
* Please add any other physical requirements and/or environmental conditions that the jobholder needs to understand in order to be able to perform the role:
* Work environment-the work environment; temperature, noise level, inside or outside, or other factors that will affect the person’s working conditions while performing the job.
* Physical demands-the physical demands of the job, including bending, sitting, and lifting. With lifting, indicate maximum amount and how often (occasional, frequent)
* Whether overtime is expected and if so, how often (occasional, frequent)? and when (evenings, weekends)?
* Some examples are below:
* Must be able to remain in a stationary position for at least 50% of the time.
* Constantly operates a computer requiring repeated motions of arms, wrists and hands.
* Occasionally moves in and around the workplace for purposes of accessing office equipment, meeting with others, etc.
* Occasionally lifts up to 15 pounds.
* Will be in contact with toxic, corrosive chemicals, 3 – 8 hours per day.
* Will be in contact with dust and airborne particles and human source materials (biohazards) 1 – 3 hours per day.
* Standing and Sitting is required
* PPE clothing will need to be worn when entering the lab (Chemical resistant clothing/gloves, safety glasses, lab coat, and surgical gloves).
* Potential for Travel on Weekdays or Weekends
* May need to work beyond 40 hours/week as needed.
* Potential for Overtime on Weekdays, Weekends, and/or Holidays.
* Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.
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.
