Field Operations Support Specialist

About the role

The Field Operations Support Specialist (REMOTE, 10:00am-7:00pm CST) is responsible for ensuring all field assets owned by Luminex – A DiaSorin Company and DiaSorin Molecular and/or the customers are managed between internal departments and the Field Service organization. The individual is a member of the Service and Support organization and will be responsible for asset management in coordination with several departments, such as Service Contracts, Legal, Finance, Field Service, Repair Depot and Field Applications.

Key Duties And Responsibilities

• Update and manage all Luminex and/or DiaSorin Molecular field Install Base/field assets per documented procedures primarily in North America.
• Aid in Global issues when required.
• Document all instrument movements in accordance with the procedures from the legal manufacturer of the device.
• Document all customer calls, emails, and interactions in the call center database for the legal manufacturer of the device.
• Manage the loaner and demo pool for customers and the Commercial organization.
• Complete all coordination and documentation activities surrounding RMA’s, installations, de-installations, advanced replacements, instrument moves to ensure an accurate install base.
• Create (or cancel) all technical work orders for the Field Service organization, such as PM’s and upgrades.
• Process free-of-charge requests, credit note requests, estimates, evaluation orders as required.
• Demonstrate dedication to high quality customer service by engaging with customers in a courteous, polite and professional manner.
• May be required to answer Technical Support phone calls and handle complaints as required.
• Responsible for managing workload and scheduling to ensure goals and deadlines are met.
• Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity.
• Train new employees on processes and procedures, as part of onboarding activities or supplemental product training.
• Responsibilities for staffing and supporting a 7x24x365 operation may be required.
• Ability to work non-standard hours.
• Adherence to goals/competencies program to ensure individual and department goals are met.
• Other duties as assigned.

Education, Experience, And Qualifications

• H.S. Diploma or GED required.
• Associate's Degree in science, supply chain or logistics field preferred.
• Bachelor's Degree in science, supply chain or logistics field preferred.
• 2+ Years Practical experience with medical or clinical equipment preferred.
• 2+ Years Knowledge of laboratory processes and procedures preferred.
• 2+ Years Experience working independently in a fast-paced environment with exhibited ability to be adaptable required.
• 2+ Years Customer-facing work experience preferred.
• 2+ Years Experience in Technical Support, Field Service, or Service Operations preferred.
• 2+ Years Experience in technical writing or quality documentation preferred.
• Ability to communicate clearly and professionally, in verbal and written format (High proficiency).
• Ability to work independently and as part of a team (High proficiency).
• Fluent in English (High proficiency).
• Experience in a GMP environment an asset (Low proficiency).
• Experience with ISO, FDA , and/or USDA guidelines an asset (Medium proficiency).
• Experience with Salesforce.com CRM an asset (Medium proficiency).
• Familiarity with CLIA, CAP, and/or JCAHO requirements are an asset (Medium proficiency).

What We Offer

Receive a competitive salary 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. 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. 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, disability, protected veteran status, or any other characteristic protected by applicable law. This posting and recruitment process are subject to applicable local laws and regulations in the country where the position is located. Additional employment disclosures, candidate rights, and employment conditions may apply based on local jurisdiction. Individuals hired will be required to verify identity and eligibility to work and may be subject to a background check and drug screening where permitted by law. Diasorin is committed to providing reasonable accommodations for qualified individuals with disabilities during the application process. If assistance is required, please contact hr@diasorin.com. Recruitment Fraud Notice Diasorin never requests payment, financial information, or personal banking details from candidates at any stage of the recruitment process. Official communications from Diasorin recruiters will only come from a verified @diasorin.com email address. If you have questions about the legitimacy of a recruitment communication, please contact hr@diasorin.com for verification. Unauthorized third-party recruiting agencies may not submit candidates for this position without prior written authorization from the Diasorin Human Resources Department.