National Service Manager

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 Service Manager contributes to the achievement of the Company’s targets of growth and profitability by leading the service team , implementing, controlling, monitoring and managing the Technical Support & Service department efficiently in line with corporate and management guidelines ensuring the complete application of the company strategies, according to the timeframe required; ensuring the full application of the validated procedures, in order to guarantee the compliance to the quality standards ensuring customer satisfaction. 

Key Duties and Responsibilities

• Manage the Technical Support/Service staff & Department.
• Maintain under control the overall cost of the Service Department (Labour, Spare Parts, Assets, etc.)
• Represent the needs of the Service Department during meetings with Management and other departments within the organization
• Collaborate with Corporate Services to ensure compliance with corporate policies, and supplying adequate inputs into the Service Organisation.
• Handle and maintain the recommended spare parts stock level, according to the corporate policies defined by Corporate Services
• Implement the upgrade and retrofit programs, according to what is agreed during the International Service Meeting, and defined by Corporate Services
• Handle, monitor and improve the effectiveness of the Customer Call Center shall the Call Center be established (concerning instruments aspects)
• Handle, monitor and improve the effectiveness of “Technical Support” to the Field Engineers (activities to be performed by the “Instrumentation Specialist”)
• Development and growth of System specialist and “Leads”.
• Compliance to PM, lowest Down time, immediate response to issues and fastest resolution
• Comply with international, regional, country and local applicable regulations (e.g. Environmental, Health and Safety Regulations, GOP 23.6015)
• Deliver EHS training to Service Engineers according to local regulation requirements (GOP 23.6015)
• Role may or may not require other functionalities including office management and routine IT
• In this role the incumbent will be leading a team of 18 people, with 5 direct reportees.
• Strong focus on customer centricity is key - Implements and improves the after-sales for all Diasorin products, ensures end-to-end application of the validated procedures at the customer's end, thereby ensuring compliance to quality standards. Must have solid technical skills to understand the machines from service and maintenance standpoints.
• Must be procedurally strong and sound to guide the team through the Corporate Service Audits and Trainings.

Education, Experience, and Qualifications

• Bachelor’s Degree in Engineering
• MBA or Science is an advantage
• 10+ years working experience in IVD Diagnostic sector in service and application support.
• Ideal to have someone who has been in a similar role (handling pan-India or 2-3 regions) and is skilled at handling customers and team members from various geographies.
• Incumbent should have managed a team of at least 10 people.
• Must have good team management skills and must be good in English communication
• Knowledge and skill in preventive maintenance in installing, servicing, troubleshooting, repairing, calibrating, and maintaining medical diagnostic or clinical laboratory instrumentation
• Knowledge of the laboratories’ process flow
• Familiarity with the interface of software applications and instruments platforms
• Seasoned experience in using Microsoft Power Point, Word and Excel
• Role will entail travel for about 10 days in a month.
• Commitment to work and the workplace by adopting a conscientious approach, understanding of the work environment and contribution to maintaining a safe work environment
• Manages work activities consistent with work demands.
• Capability to schedule own and service engineer technical activities, maintaining the flexibility needed to satisfy the customer request (i.e. service support 24/7).
• Build and maintain effective relationship with service team members, with the in-house teams (Call centre, Instrumentation Specialist, etc.), with external teams (FSEs)
• Maintain relationships with key customers in areas of expertise
• Build and maintain relationships with all levels of management at a local and global level
• Take responsibility for delivering on intended outcomes
• Identify resource needs and allocation of resources to ensure goals are achieved within operational requirements (cost, quality, time)
• Understand compliance obligations related to using resources and recording financial transactions
• Take responsibility for delivering high quality customer focused services
• Implement positive solutions-orientated approaches for customers
• Ensure that roles and responsibilities are clearly communicated
• Collaborate on the establishment of clear performance standards and deadlines in line with established performance development frameworks
• Be constructive and build on strengths when giving feedback
• Identify and act on opportunities to provide coaching and mentoring
• Recognise performance issues that need to be addressed and work towards resolution of issues Communicate Effectively
• Translate technical and complex information concisely for diverse audiences
• Actively listen and encourage others to contribute inputs
• Present with credibility, engage varied audiences and test levels of understanding
• Communicate technical information clearly Technology
• Implement and monitor appropriate records, information and knowledge management systems, protocols, and policies
• Maintain a level of currency regarding emerging technologies and how they might be applied to support business outcomes

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.

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.

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.