What are the responsibilities and job description for the Technical Applications Specialist I position at DiaSorin?
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?
We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
DiaSorin Inc and DiaSorin Molecular LLC are Affirmative Action and Equal Opportunity Employers. 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.
- 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.
Job Posting
The Technical Application Specialist will receiving complaints and inquiries from customers and partners for all Luminex supported products. Documenting all customer communications, triage complaints as required, and lead investigations for issue resolution. Contributing to the maintenance of the Install Base, Knowledge Management database, and all administrative duties associated with Technical Support. Performing laboratory duties when needed as part of troubleshooting efforts, coordinating with other departments (Business Managers, Field Service and Molecular/Field Applications Support teams, QA, RA and Operations) for customer management and issue resolution. Perform independent data analysis and problem solving.
What you will be doing:
- Demonstrate dedication to high quality customer service
- Ensure customer satisfaction by receiving assay, hardware, and software complaints and inquiries, resolving issues or triaging to the appropriate resource to achieve resolution
- Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity
- Responsible for managing workload and scheduling to ensure goals and deadlines are met
- Document all customer calls, emails, and interactions in the call center database
- Perform laboratory experiments in support of product investigations or perform product testing
- Contribute to the Knowledge Management database with the use, creation, and editing of Articles
- Update the customer Install Base per departmental processes
- Coordinate with other departments (Business Managers, Field Service and Molecular/Field Applications Support teams, QA, RA, and Operations) for customer management and issue resolution
- Support Technical Applications Specialists in complaint handling
- Train new employees on processes and procedures, as part of onboarding activities or supplemental product training
- On-call responsibilities for 7x24x365 operations
- Ability to work non-standard hours; limited travel may be required
- Adherence to goals/competencies program to ensure individual and department goals are met
Education, Experience, and Qualifications
- Bachelor's Degree Bachelor's degree in Biology, Molecular Biology, or similar discipline with 0-2 years related experience or an equivalent combination of education and related work experience
- Practical experience in a clinical or research laboratory
- Knowledge of laboratory processes and procedures
- Experience working independently in a fast-paced environment with exhibited ability to adjust to rapidly changing priorities
- Customer-facing work experience preferred preferred
- Experience in a GMP environment an asset
- Experience with ISO, FDA , and/or USDA guidelines an asset
- Experience with Salesforce.com CRM an asset
- Familiarity with CLIA, CAP, and JCAHO requirements are an asset
- Ability to communicate clearly and professionally, in verbal and written format, important
- Ability to work independently and as part of a team
Standard Working Conditions
- Working hours are 8 AM - 5PM PST/10 AM - 7 PM CST
- Possible exposure to mechanical, biological or chemical hazard
- Work is normally performed in a typical office environment
- Work situations include working in teams and independently; making judgments and decisions
- Support Operation that is on call 7x24x365
Travel Requirements
- 10% Travel may be required at least 10% of the time
What we offer
Receive a competitive salary and benefits package as you grow your career at Diasorin
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.We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
DiaSorin Inc and DiaSorin Molecular LLC are Affirmative Action and Equal Opportunity Employers. 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.
