Associate Service System Specialist, Software

About the role

DiaSorin is a global leader in diagnostic solutions, developing innovative assays and instruments trusted by healthcare providers worldwide. The company offers a diverse, inclusive culture and the opportunity to impact patient care on a global scale.

The Associate Global Service System Specialist – Software will be responsible for the overall serviceability of Luminex instruments, providing advanced global technical support, training, product development, and communications to customers, field service engineers, and the depot.

Responsibilities

• Provide technical software support for major customer organizations in servicing, maintaining, and operating Luminex instruments.
• Supply software and computer service expertise to assist product development, investigations, design, distribution, and serviceability requirements.
• Contribute to key decision points that drive product service offerings, service revenue, and value‑added support that generates growth.
• Assist in training global regional partners, trainers, and field service engineers.
• Analyze data reports, instrument support packages, and service documentation to identify technical trends and proactively recommend improvements.
• Participate in improvement plans to ensure the highest quality of technical support, including software changes, cost savings, service‑time reduction, and new service initiatives.
• Develop and maintain software and service training documentation, manuals, bulletins, and other communication materials.
• Produce comprehensive service documentation in conjunction with SD&I, ensuring departmental impact is appropriate and manageable.
• Release and update part numbers for existing and new products as needed.
• Keep the Field Service portal current with information needed by internal staff and customers.
• Build effective partnerships with internal Luminex departments to meet goals, deadlines, and schedules.
• Accumulate software and hardware knowledge of assigned Luminex instrument core products for troubleshooting, diagnostics, and repair.
• Enforce and adhere to all environment, health, and safety SOPs, equipment policies, and procedures, including department‑specific requirements.
• Perform other related duties as assigned.

Requirements

Education & Core Qualifications

• Associate’s (AA or AS) degree in Electronics, instrumentation/electronics, a science/engineering field, or equivalent work experience.
• Knowledge of Windows operating system and user, group, file, and folder permission issues.
• Ability to develop scripts (PowerShell, Python, DOS, Batch) to parse system logs and extract relevant data.
• Ability to create technical content that is relatable to audiences of varying skill levels.
• Highly organized with proven time‑management and prioritization skills.
• Ability to work independently with minimal supervision.
• Skill in summarizing complex technical information and communicating effectively to external teams.

Preferred Experience

• Enterprise Resource Planning (ERP) systems experience.
• Field service operations or related experience.
• Product management experience.
• Instructor or related experience.
• IT & networking experience.
• Customer Relationship Management (CRM) systems experience.
• Software development experience.
• Troubleshooting experience with operating systems (Windows, Linux) and permission issues.
• Understanding of common IT policies for networked PCs and their impact on programs and applications.

Location: Austin, TX – Hybrid (onsite and remote). Visa sponsorship is not available for this role.