Job ScopeThe Director, Field Service - Americas is responsible for hiring, developing, and leading field service personnel across the Americas in support of Luminex clinical diagnostics, life science research, and Public Health market segments. The role drives consistent delivery of a world-class field service experience, measured through the customer survey program, while ensuring full compliance with all quality and regulatory requirements. This leader is accountable for achieving assigned Field Service financial targets and supporting the Sales team in meeting budgeted sales revenue objectives. In partnership with the Partner Operations Manager and Global Partner Operations and Service Enablement, the Director provides oversight of partner and distributor service relationships across the Americas and ensures strong collaboration between the Field Service Technical Lead and Global Partner Service Enablement to deploy technical enablement, knowledge content, and capability uplift that aligns to global standards and delivers a consistent customer experience.
This position will be remote within the U.S.Key Responsibilities and Duties- Define the needs of Luminex Field Service department and provide tools and processes necessary to deliver a world class service experience
- Define and maintain proper staffing levels necessary to meet all Field Service objectives
- Provide operational oversight for service delivery performed by partners and distributors across the Americas, including governance, performance management, escalation support, and continuous improvement actions to meet agreed service levels and customer experience standards.
- Plan and direct training of all FS personnel working seamlessly with the TPM team
- In collaboration with the Partner Operations Manager and Global Partner Operations and Service Enablement, define and execute partner/distributor service engagement models, including role clarity, training/recertification pathways, communications cadence, and performance reporting expectations.
- Ensure the Field Service Technical Lead partners closely with Global Partner Service Enablement to develop and deliver technical enablement programs (e.g., certifications, curriculum, knowledge articles, field bulletins) and to close skill gaps identified through performance metrics, escalations, and customer feedback.
- Drive continual improvement of the FS teams service delivery through tracking and achieving appropriate KPIs (customer satisfaction, on-time PMs, SLA targets, quality targets, EPI, etc.)
- Extend KPI governance to include partner/distributor service performance across the Americas, driving corrective action plans, trend reviews, and standardized reporting aligned with global partner operations.
- Ensure timely and high quality complaint handling and problem resolution by resolving issues efficiently and completely
- Support achievement of service revenue objectives as budgeted
- Manage operating expenses within assigned budget
- Gain a basic understanding of all Luminex instruments, software and assays
- Participate in the ECO/DCO process as necessary
- Other duties as assigned.
Education, Experience and Qualifications- Bachelor's degree or equivalent work experience
- 5+ years of Field Service Experience
- 5+ years of Leadership experience
- 5+ years of Familiarity with CRM processes, Salesforce preferred
- 5+ years of Experience with ISO and FDA guidelines. Fully understands complaint handling requirements
- 5+ years of Experience in a GMP regulated environment
- 5+ years of Experience working independently in a fast-paced environment with rapidly changing priorities
- 5+ years of Familiar with CLIA, CAP, and JACHO requirements
- 3+ years of Budgeting and Fiscal management
- A strong dedication to quality customer service
- Highly organized with proven time management and prioritization skills
- Ability to work independently and with minimal supervision
- Ability to work as a member of a cross functional team.
- 40% Travel may be required
What we offerOur people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you. The hiring 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.
