Diasorin is a global leader in diagnostic solutions, pushing the boundaries of science and technology to create cutting-edge tools that improve healthcare worldwide. With a legacy spanning over 50 years, we've earned our reputation for excellence by developing innovative diagnostic assays and instruments that are trusted by healthcare providers around the world.
Our broad offering of diagnostic tests and Licensed Technology solutions, made available thanks to ongoing investments in research, positions us as the player with the widest range of specialty solutions in the sector and identifies us as the "Diagnostics Specialist."
Why Join Diasorin?
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.
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.
Diverse and Inclusive Culture: We believe in the strength of diversity, and our inclusive culture reflects this commitment. We value your unique perspective and offer a supportive, collaborative environment where everyone can thrive.
Join Our Team: If you're passionate about innovation, diversity, and making a positive impact on healthcare, Diasorin is the place for you. We're looking for passionate and talented individuals who are ready to embrace new challenges and drive healthcare solutions forward.
Are you ready to be part of a dynamic team that's shaping the future of diagnostics? Join Diasorin and become a catalyst for change in the world of healthcare. Apply today and be a part of our exciting journey toward a healthier, more connected world. Together, we can make an impact!
Job Posting
Company is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.
A Brief Overview
The Technical Support Manager is responsible for coordinating and directing the activities of the Technical Support department in their area of responsibility. Lead a team of Technical Support professionals that support the products and instruments in their area of responsibility while also being responsible for all actions that require the team to meet customer contractual requirements and provide world-class Support. The department is charged with assisting customers with product and instrument issues. The Manager shall develop and manage Technical Support processes and procedures meeting internal and external department criteria. The Manager is the primary interface between Technical Support and the Quality and Regulatory Affairs departments to ensure compliance with all applicable FDA, ISO, and global requirements. Oversees the testing and investigation strategy to be employed to evaluate inquiries and complaints received from customers. Summarizes and reports the results of all investigations to the appropriate parties. Supports all applicable regulations including but not limited to FDA, ISO, and CMD/CAS requirements. The Manager shall collaborate with other departments including Field Service, Corporate Service, Applications, Development, Quality Assurance, Product Marketing, Sales, management, etc.
What you will do
Manage Technical Support personnel to drive to results and ensure resolution on customer inquiries and complaints
Manage all scheduling to meet the contractual requirements of the company and have personnel available in those times (i.e. 24/7 or alternative schedule).
Working outside standard hours to support a 24/7 support operation - as required. Serve in the Support role as needed when team needs assistance to accomplish daily workload.
Ensure compliance and standardization of complaint and inquiry documentation.
Identify trending complaint issues and investigations, and participate in escalated complaints as required.
Champion projects and initiatives that support and improve the customer experience.
Develop and manage operations and budgets to meet targeted goals.
Resolve customer satisfaction issues and follow up with customers to determine improvements on processes.
Lead, engage, and inspire the team by providing strong direct support and coaching.
Direct and provide day-to-day leadership to team members. Carry out managerial responsibilities in accordance with the organization’s policies and applicable laws. Interview, hire and train employees; plan, assign and direct work; manage and appraise performance; foster professional development, reward employees; address concerns and resolve problems. Reinforce all EHS policies in span of control.
Represent Technical Services at all appropriate meetings regarding diagnostic product issues such as complaints, CAPAs, new product launch, etc.
Conduct regularly scheduled meetings to review current complaints, coach team members and manage priorities.
Ensure Technical Support member's interaction with customers is conducted in a highly competent and professional manner.
Interact with the Technical Support department regarding complaint confirmation testing and process and product improvements.
Provide guidance and recommendations for the investigation of inquiries and complaints, and, service events as required.
Lead process improvements, procedure writing, audit findings, and conduct training/presentations as required.
Provide reports and summaries of the data and results of investigations to all appropriate parties.
Manage service records for assigned areas and ensure all records are completed in a timely manner.
Ensure all team members have proper documented training to perform the duties of their assigned role prior to completing the work. Training shall be managed according to the timelines in the system.
Other related duties as assigned.
Education Qualifications
Bachelor's Degree or equivalent required and
Experience Qualifications
5 Years Experience working with customers or within a Technical Support team required
3 Years Experience managing people and/or complex projects preferred
2 Years Experience in laboratory science and/or Field Service preferred
2 Years Experience with ISO and FDA guidelines preferred
2 Years IVD Support Experience preferred
Training and Skills
A strong dedication to quality customer service (High proficiency)
Highly organized with proven time management and prioritization skills (High proficiency)
Ability to work independently and with minimal supervision (High proficiency)
Excellent communication, project management, time management, and people skills together with a sense of urgency to resolve customer issues, quickly and accurately. (High proficiency)
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. (High proficiency)
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. (High proficiency)
Laboratory bench experience and/or ability to run experiments effectively (Low proficiency)
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. (Medium proficiency)
Standard Working Conditions
Remote computer-based - Constantly
Travel Requirements
10% Some travel made be required domestically and internationally for meetings and training as budget allows.
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 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, or protected veteran status, and will not be discriminated against on the basis of disability.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and Canada and to complete the required employment eligibility verification document form upon hire.
Diasorin is committed to providing reasonable accommodations for qualified individuals with disabilities. If you are a US or Canada candidate and require assistance or accommodation during the application process, please contact the North America Talent Acquisition Team at hrtalent@diasorin.com or 1-800-328-1482 to request an accommodation.
The above job description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Diasorin reserves the right to modify or amend this job posting as needed to comply with local laws and regulations.
Please note that offers of employment at Diasorin may be contingent upon successful completion of a pre-employment background check and drug screen, subject to applicable laws and regulations.
This position is not eligible for partnership with a third-party search firm vendor without expressed, written consent from the Diasorin Human Resources Department.