Job ScopeThe Manager will be responsible for planning, developing, implementing, and managing the Global Service and technical direction of the System Specialist team to include advanced global technical support, training, and communications to internal departments, Partners and Distributors. Continued focus on product and service improvements and innovative solutions.
Duties and Responsibilites- Provides departmental technical leadership and guidance for major customer organizations in servicing, maintaining, and operating Luminex instruments.
- Manages key decision points that drive product service offerings, service revenue, and value added support that generates growth.
- Coaches and mentors Global Service Specialist team
- Advises field service and Depot personnel of technical updates for both existing and new product lines.
- Analyzes data reports and service documentation to identify technical trends and proactively identifies areas of improvements for device services. Manage improvement plans to ensure customers and partners receive the highest quality of technical support.
- Monitors and reviews all SOPs to ensure updates and releases for changes and improvements are appropriate, and disseminates to departmental personnel as needed.
- In conjunction with the Change Control Board, affects and supports timely and comprehensive Technical Notes while ensuring the impact on the department is appropriate and manageable.
- Monitors updates to the Field Service Training documentation.
- Monitors and advises development of product training material, part numbers and other technical documentation for Field Service and the Depot.
- Manages technical data documents and part pricing. As needed, release and update FS part numbers for both existing and new products.
- Ensures Field Service storage site is updated and current with appropriate information needed by both internal staff, as well as customers.
- Develops effective working partnerships with internal Luminex departments to ensure goals, deadlines, and training schedules are met.
- Partners with the training department to define necessary training for field service engineers on system upgrades and new systems components.
- Manages the curriculum and scheduling of training classes and workshops for Luminex personnel to upgrade and maintain current qualifications.
- Acts as resource for Field Service related issues for Luminex personnel (service engineers, training, technical support, etc.), and as needed the final decision making authority to resolve problems and issues that benefits both the customer and the company.
- Enforces and adheres to all environment, health and safety SOP's, equipment polices and procedures, including department specific requirements.
Education, Experience and Qualifications- Associate's Degree (AA or AS) in Electronics or instrumentation/electronics equivalent background or a science/engineering background from an accredited two or four-year college or university, or relevant work experience required
- 4+ Years Technical Operations experience required
Training and Skills- Highly organized with proven time management and prioritization skills (High proficiency)
- Ability to work independently and with minimal supervision (High proficiency)
- Ability to handle the pressure of meeting tight deadlines (High proficiency)
Standard Working Conditions- Work situations include dealing with people; working alone; making judgments and decisions; and directing, controlling or planning the activity of others. - Frequently
- Must work onsite at Luminex office - Occasionally
Travel Requirements- 10% travel may be required
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 committed to building a workplace where people feel empowered to contribute ideas, take ownership, and grow their careers. We believe diverse perspectives strengthen innovation and help us deliver meaningful impact for patients and customers worldwide.
