Field Service Manager - Northeast

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

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.

**Territory includes the Northeast, covering NJ, Eastern PA, New York and New England**

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

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.

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.