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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
Receiving complaints and inquiries from customers and partners for all Luminex supported products.
Documenting all customer communications, triage complaints as required, and lead investigations for issue resolution.
Contributing to the maintenance of the Install Base, Knowledge Management database, and all administrative duties associated with Technical Support.
Performing laboratory duties when needed as part of troubleshooting efforts, coordinating with other departments (Business Managers, Field Service and Molecular/Field Applications Support teams, QA, RA and Operations) for customer management and issue resolution.
Perform independent data analysis and problem solving.
Key Responsibilities and Duties
* Demonstrate dedication to high quality customer service
* Ensure customer satisfaction by receiving assay, hardware, and software complaints and inquiries, resolving issues or triaging to the appropriate resource to achieve resolution
* Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity
* Responsible for managing workload and scheduling to ensure goals and deadlines are met
* Document all customer calls, emails, and interactions in the call center database
* Perform laboratory experiments in support of product investigations or perform product testing
* Contribute to the Knowledge Management database with the use, creation, and editing of Articles
* Update the customer Install Base per departmental processes
* Coordinate with other departments (Business Managers, Field Service and Molecular/Field Applications Support teams, QA, RA, and Operations) for customer management and issue resolution
* Support Technical Applications Specialists in complaint handling
* Train new employees on processes and procedures, as part of onboarding activities or supplemental product training
* On-call responsibilities for 7x24x365 operations
* Ability to work non-standard hours; limited travel may be required
* Adherence to goals/competencies program to ensure individual and department goals are met
* Other duties as assigned.
Additional Responsibilities and Duties
QUALIFICATIONS
Education
Education Level Education Details Pref / Req And / Or
Bachelor’s Degree Bachelor’s degree in Biology, Molecular Biology, or similar discipline with 0-2 years related experience or an equivalent combination of education and related work experience
Work Experience
Minimum Years of Experience Experience Details Pref / Req And / Or
Practical experience in a clinical or research laboratory
Knowledge of laboratory processes and procedures
Experience working independently in a fast-paced environment with exhibited ability to adjust to rapidly changing priorities
Customer-facing work experience preferred Preferred
Specific Licenses and Certifications
Licenses/Certifications Pref / Req And / Or
Training and Skills
Preferred Training and Skills Proficiency
Experience in a GMP environment an asset
Experience with ISO, FDA , and/or USDA guidelines an asset
Experience with Salesforce.com CRM an asset
Familiarity with CLIA, CAP, and JCAHO requirements are an asset
Ability to communicate clearly and professionally, in verbal and written format, important
Ability to work independently and as part of a team
Fluent in English
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
Sitting X
Lifting X
Climbing X
Stooping X
Kneeling X
Travel Requirements
Estimated Amount Brief Description
10% Travel may be required at least 10% of the time
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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