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Field Service Manager - NortheastPublished on: Oct 26, 2024
Country: United States
Location: Newark
Job Category: After Market Service
Employment type: Regular Full Time
Diasorin is a global leader in diagnostic solutions, pushing the boundaries of science and technology to create cutting-edge tools that improve healthcare worldwide.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.Why Join Diasorin?Impactful Work: Your contributions will directly impact patient care, making a meaningful difference in the world.Global Reach & Innovation: Joining Diasorin means collaborating with colleagues from all over the world.Diverse and Inclusive Culture: We value your unique perspective and offer a supportive environment.Join Our Team: If you're passionate about innovation and making a positive impact on healthcare, Diasorin is the place for you.Are you ready to be part of a dynamic team that's shaping the future of diagnostics? Apply today!Job Scope Provide leadership and guidance to improve an FSE's (Field Service Engineer's) territory management, overall technical, and customer relationship skills through scheduling of appropriate training. Ensure all field service staff is aligned per corporate guidelines and training. Provide service/support to customers with regard to instrument maintenance, calibration, troubleshooting, and repair.
**Territory includes the Northeast, covering NJ, Eastern PA, New York and New England** Key Duties and Responsibilities Provide leadership and support to the Field Service Engineers (FSE's) to ensure a high level of service for customers.Ensure maximum service profitability through monitoring parts consumption and departmental expenses.Provide direction to support service goals and objectives.Spend a minimum 50% of time in the field reviewing FSE work habits and customer interactions.Inspire and motivate team members to deliver excellent customer service.Provide service and support to internal and external customers regarding instrument installation, maintenance, calibration, troubleshooting, and repair.Maintain customer and sales force communication.Provide timely response to customer inquiries and complaints.Perform instrument installations and resolve instrument problems.Maintain adequate part stock.Perform and document installation and operational qualification of new instruments.Perform other assignments as required for effective support of field systems.Workforce Planning, Hiring, Selection, and Onboarding.Organize resources and work assignments for efficiency.Oversee onboarding of new employees.Training & Development Oversee training and development of employees.Conduct coaching sessions with staff.Evaluate the effectiveness of training processes.Performance Management Establish and communicate responsibilities and expectations to employees.Prepare and conduct performance assessments.Relationships and Communications Promote an environment that supports trusting relationships.Maintain positive relationships with other functional groups.Actively participate in team meetings.Administrative, Compliance & Safety Assist the Service Director in gathering and preparing statistical information.Understand and utilize documentation protocols.Follow Diasorin's established compliance procedures.Participate in Diasorin's safety training programs.Other Duties and Responsibilities Provide assistance for 24/7 on-call support rotation.Other duties may be assigned based on business needs.Education, Experience, and Qualifications Bachelor's Degree in related field.Must have a valid driver's license.A minimum of six years related experience including two years field service territory management.Ability to oversee technical and non-technical aspects of Field Service Engineers.Excellent interpersonal and communication skills.Ability to work in a fast-paced environment.Basic knowledge of immunology and immunoassay technology.Working knowledge of good manufacturing practices (GMPs).Knowledge of Microsoft Office applications.Ability to work independently.What we offer Receive a competitive salary and benefits package.
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.
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