Director Technical Support Services 6847
Director Technical Support Services 6847
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1 Vacancy
Job Description
Diasorin is a global leader in diagnostic solutions pushing the boundaries of science and technology to create cuttingedge tools that improve healthcare worldwide. With a legacy spanning over 50 years weve 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 thats 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 youre passionate about innovation diversity and making a positive impact on healthcare Diasorin is the place for you. Were 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 thats 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 Director Technical Support Services North America is responsible for coordinating and directing the activities of the Immuno / Molecular Technical Service departments ensuring high quality service and full responsibility for reporting on delivery of technical service according to company metrics. The incumbent will manage all Support processes and procedures in accordance with the procedures from Diasorin Corporate Diasorin Inc Diasorin Molecular and Luminex. The Director is responsible for planning developing directing implementing and managing the technical direction including advanced technical support training and communications to customers Field Service Corporate Service Field Applications Scientific Affairs Marketing QA RA and the Repair Depot/Center and others throughout the organization. Continued focus on product and service improvements and innovative solutions. The Director will be the primary interface between Technical Services and the Quality Assurance and Regulatory Affairs departments to ensure compliance to all applicable FDA ISO and CMD/CAS requirements.
*Position is eligible to be remote*
Key Duties and Responsibilities
- For Immuno/Diasorin Inc managing the team responsible for all initial troubleshooting (service and assay) for the Immuno product lines in North America. Working closely with Service on instrument issues for resolution and with Product Support and Applications for assay troubleshooting. Product Support holds the main responsibility for complaint management on assays.
- Leads and directs a team of Managers/Supervisors by providing ongoing coaching and training.
- For Luminex Molecular and Diasorin Molecular monitors and maintains customer satisfaction including NPS event driven and customer loyalty surveys.
- Ensures overall compliance by monitoring product issues and collaborating with Quality Assurance and Regulatory teams for quick and efficient problem resolution.
- Establish implement and maintain critical internal / external relationships and service level commitments for each organization and resource in the critical path of issue resolution and enhancement request delivery.
- Analyzes product and customer success through customer research trending and analytics.
- Establish and implement crossfunctional resource alignment program to drive account ownership related to the overall service and experience of the customer.
- Manage software prog
- Other duties as assigned.
Education Experience and Qualifications
- Bachelors Degree B.S. degree required
- 7 Years experience and previous IVD experience. required
- 7 Years or more previous experience in customer service both in terms of user expectations and in troubleshooting IVD molecular and immunoassays. required
- 5 Years or more previous managerial experience. required
- Experience with FDA ISO and other quality and regulatory requirements. required
Training and Skills
- Extensive knowledge in complaint handling and phone troubleshooting.
- Excellent communication (both verbal and written) project management time management and people skills together with a sense of urgency to resolve customer issues quickly and accurately.
- Ability to read analyze and interpret scientific literature technical procedures or governmental regulations.
- Ability to effectively summarize and present information to SMT clients customers and the general public.
- Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry.
- Ability to apply concepts such as fractions percentages ratios and proportions to practical situations.
- Ability to define problems collect data establish facts and draw valid conclusions.
- Ability to interpret extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Ability to proactively define process improvements and innovative solutions with the aim to increase understanding of the business and enhance user experience.
- Ability for critical decision making and analysis for upward and downward communications and strategies.
Standard Physical Demands
- To remain in a stationary position Frequently
- Moves in and around the workplace for purposes of accessing office equipment meeting with others etc. Occasionally
- May need to work beyond 40 hours/week as needed. Frequently
Standard Working Conditions
- Will be in contact with dust and airborne particles and human source materials (biohazards) 1 3 hours per day. Frequently
- PPE clothing will need to be worn when entering the lab (Chemical resistant clothing/gloves safety glasses lab coat and surgical gloves). Constantly
Travel Requirements
- Approximately 35.
What We Offer
Receive a competitive wages 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.
$140000/year to $175000/year bonus benefits
Individual pay is determined by skills qualifications experience and location. Compensation details listed in this posting reflect the base salary only and do not include bonus equity or sales incentives if applicable. In addition to salary Diasorin offers benefits.
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 orto 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 preemployment background check and drug screen subject to applicable laws and regulations.
This position is not eligible for partnership with a thirdparty search firm vendor without expressed written consent from the Diasorin Human Resources Department.
Required Experience:
Director
Employment Type
Full-Time
