Global Service System Specialist

About the role

Diasorin is a global leader in immunodiagnostic and molecular diagnostic solutions, advancing science to improve patient outcomes worldwide. The Global Service System Specialist is responsible for the overall serviceability of Luminex instruments, to include advanced global technical support, training, product development and communications to customers, technical field service engineer staff and the Depot.

Responsibilities

• Provide technical software leadership and support for major customer organizations in servicing, maintaining, and operating Luminex instruments
• Provide in-depth technical software and computer service knowledge to assist in product development, investigations, design, distribution and serviceability requirements
• Contribute to key decisions points that drive product service offerings, service revenue, and value added support that generates growth
• Mentor and train global regional partners, trainers and field service engineers
• Analyze data reports, instrument support packages and service documentation to identify technical trends and proactively identifies areas of improvements for device services
• Create and execute improvement plans to ensure customers and partners receive the highest quality of technical support
• Lead the development and maintenance of software and service training documentations, manuals, bulletins and other communication materials
• Develop effective working partnerships with internal Luminex departments to ensure goals, deadlines, and schedules are met
• Maintain in depth software and hardware knowledge of all assigned Luminex instrument core products in regard to function, application and service (troubleshooting, diagnostics and repair)
• Enforce and adheres to all environment, health and safety SOP’s, equipment policies and procedures, including department specific requirements
• Mentor Associates, providing guidance, assistance, and direction needed to promote a successful growth path

Qualifications

• Associate's Degree 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
• 2+ Years Enterprise Resource Planning Systems experience preferred
• 2+ Years Field Service operations or relatable experience preferred
• 2+ Years Technical Product Management experience preferred
• 2+ Years Instructor or relatable experience preferred
• 2+ Years IT & Networking or relatable experience preferred
• 2+ Years Customer Relationship Management Systems experience preferred
• 2+ Years Software Development or relatable experience preferred
• Highly organized with proven time management and prioritization skills
• Ability to work independently and with minimal supervision
• Ability to summarize complex technical information and communicate effectively to external teams
• Knowledge and troubleshooting experience of operating systems (Windows, Linux) and user, group, file and folder permission issues
• Understanding of common IT policies to networked PCs, and the affects to programs and applications
• Ability to develop scripts (Power Shell, Python, Dos, Batch) to parser system logs and find relevant data
• Ability to create technical content that is relatable to audiences of different skillsets
• Successfully train service engineers of all skillsets and training challenges
• Be the technical product lead across interdepartmental functions

Working Conditions

Hybrid work schedule to work on-site to teach, attend in-person functions, and properly maintain workflow. Possible exposure to biological or chemical hazard, extensive noise, and/or working with lasers. Travel Requirements: 10% Domestic travel may be required, 10% International travel may be required.