Director, Technical Support Services

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  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.
  

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  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.
  

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 cross-functional 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

• Bachelor's 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.

$140,000/year to $175,000/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.