Manager, Field Service-West

Diasorin is a global leader in diagnostic solutions, pushing the boundaries of science and technology to create cutting-edge tools that improve healthcare worldwide. With a legacy spanning over 50 years, we've earned our reputation for excellence by developing innovative diagnostic assays and instruments that are trusted by healthcare providers around the world.

Our broad offering of diagnostic tests and Licensed Technology solutions, made available thanks to ongoing investments in research, positions us as the player with the widest range of specialty solutions in the sector and identifies us as the "Diagnostics Specialist."

Why Join Diasorin?

• Impactful Work: When you join Diasorin, you become part of a team that's dedicated to improving lives. Your contributions will directly impact patient care, making a meaningful difference in the world.

• Global Reach & Innovation: Our work transcends borders. Joining Diasorin means collaborating with colleagues from all over the world, expanding your horizons, and contributing to global healthcare solutions at the forefront of the diagnostic industry.

Diverse and Inclusive Culture: We believe in the strength of diversity, and our inclusive culture reflects this commitment. We value your unique perspective and offer a supportive, collaborative environment where everyone can thrive.

Join Our Team: If you're passionate about innovation, diversity, and making a positive impact on healthcare, Diasorin is the place for you. We're looking for passionate and talented individuals who are ready to embrace new challenges and drive healthcare solutions forward.

Are you ready to be part of a dynamic team that's shaping the future of diagnostics? Join Diasorin and become a catalyst for change in the world of healthcare. Apply today and be a part of our exciting journey toward a healthier, more connected world. Together, we can make an impact!

Job Scope

The Field Service Manager will be responsible for 

• Managing a team Field Service Engineers within a designated region in West US.

• Ensuring that customer needs and expectations are met in just and timely manner.

• Coaching and mentoring of Field Service personnel assigned as well as provide and assist in the guidance of quantifiable departmental goals for Field Service.

Job Responsibilities and Tasks

• Reporting directly to the Director, Fields Service, Americas as well as work with remote supervision and support.
• Responsible for Customer Satisfaction surrounding instrument related issues and seeing any and all customer request through to completion
• The position will directly interface and partner with North America Technical Support Managers Training Manager, regional Sales and Marketing Teams
• Defining individual needs of Luminex Field Service personnel with regard to training and developmental needs. Assist Director, Field Service, Americas in making recommendations concerning hiring and staffing requirements. Strategize utilization of resources and evaluate individual performances of assigned personnel on a quarterly basis.
• Managing workload and response times of individual Field Service to ensure that calls are being documented, logged, re-evaluated and or re-assigned when needed to fulfill customer needs.
• Managing travel costs of Field Service engineers.
• Managing Field Service inventories
• Managing and reporting critical field service metrics
• Providing continuous feedback to direct reports to ensure that goals and requirements are being met for the following:
  • Response Times / Call logs
  • PM Completion Rates
  • First time resolution rates
  • Customer Satisfaction Survey Results
  • Other duties as assigned.

Education, Experience and Qualifications

• Associate's Degree AS, AA, BS in Business or Operations Management from 4 year college or university, or relevant work experience. required
• A minimum of 3 years’ experience in technical support / customer relations and field service management. required
• A minimum of 3 years’ experience in direct management resources. required
• A minimum of 5 years’ experience in field service operations. required
• Excellent oral and written communication skills.
• Proven ability to lead technical organizations to consistently high delivery standards
• Proven ability to integrate with adjacent organizations to enhance delivery.
• Proven ability to multitask in fast paced environments.
• Mathematical aptitude- proven ability to develop and produce metric analysis and reporting.

What We Offer

The range for this position is $78,767-$145,719 annually. The salary range for this role represents the numerous factors considered in the hiring decisions including, but not limited to, educations, skills, work experience, certifications, etc. Beyond base salary, Diasorin offers a competitive rewards package focused on your overall well-being. We are proud to offer a comprehensive plan of health benefits, retirement and financial wellbeing, time off programs, wellbeing support and perks. Benefits may vary by role, country, region, union status, and other employment status factors. You may also be eligible to participate in an annual incentive program. An incentive award, if any, depends on various factors, including, individual and organizational performance.

Diasorin is an equal opportunity employer. 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.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and Canada and to complete the required employment eligibility verification document form upon hire.

Diasorin is committed to providing reasonable accommodations for qualified individuals with disabilities. If you are a US or Canada candidate and require assistance or accommodation during the application process, please contact the North America Talent Acquisition Team at hrtalent@diasorin.com or 1-800-328-1482 to request an accommodation.

The above job description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Diasorin reserves the right to modify or amend this job posting as needed to comply with local laws and regulations.

Please note that offers of employment at Diasorin may be contingent upon successful completion of a pre-employment background check and drug screen, subject to applicable laws and regulations.

This position is not eligible for partnership with a third-party search firm vendor without expressed, written consent from the Diasorin Human Resources Department.