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Director, After Market Service

3 months ago

Stillwater, United States DiaSorin 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. 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 Scope

The After Market Service Director directs the Service and Support support group consisting of field service, logistics and repair center to fulfill corporate service and support objectives and strategies.

Key Duties and Responsibilities

  • Ensure the highest level of customer satisfaction achieved through service delivery excellence to include building and refining key processes and service strategies to meet customer needs.
  • Drive design for serviceability rigor in partnership with product management, manufacturing, quality and development and ensure cross-functional visibility to field-related issues.
  • Provide leadership and direction to the Field Service department, implementing plans for training and support to improve the performances of the instrument in the field.
  • Proactively maximize resources (time, materials, effort) and work to identify ineffective systems and provide leadership for improvement.
  • Conduct coaching sessions on a regular basis with staff to discern their work, their progress on defined goals, their strengths and opportunities for improvement.
  • Prepare and conduct the performance assessment delivering a candid and respectful discussion about results.
  • Perform review process according to corporate guidelines and complete on a timely basis.
  • Provide training and development to employees to assure their continual growth in the acquisition and demonstration of needed skills, knowledge and abilities.
  • Strategically identify characteristics and skill sets needed in future staff additions.
  • Recruit and select employees for open positions, achieving a balance between position/role requirements and the individual skills, knowledge and abilities of employees.
  • Establish and communicate responsibilities and expectations to employees to assure mutual understanding of results expected.
  • Participate in the development and delivery of internal training programs.
  • Formally and informally lead training of other in areas of competencies where appropriate.
  • Participate in formal and informal training required to increase skills.
  • Maintain Field Service Engineer department budget (labor, spare parts, assets, etc.) and participate in the financial planning process through involvement in budgeting capital analyses and continuous improvement in the EVA process.
  • Educate group leaders and team members so that they understand the financial objectives and guide them in understanding their role in meeting these objectives.
  • Monitor variable usage and review outlying items to look for continuous improvement and trends.
  • Work with the technical operations groups to assure that the reporting and tracking of inventory usage is reported accurately to the system with the goal of insuring the integrity of the physical inventory in support of the company's financial interests.
  • Develop leadership competencies and foster an environment resulting in motivated, positive, knowledgeable and accountable service support group.
  • Promote open channels of communication throughout the organization through continual thoughtful and open communications.
  • Actively facilitate in sharing of information across the organization in a way that results in good coordination of actions and decisions, and continuous improvement of results and performance.
  • Promote an environment that supports trusting relationships and ethical leadership through thoughtful and open communications.
  • Actively facilitate in sharing of information across the organization in a way that results in good coordination of actions and decisions, and continuous improvement of results and performance.
  • Develop, monitor and improve the technical and quality indicators for the Field Service Engineer department including activities related to documentation of calibration and preventative maintenance needed to result in equipment that is in good working condition, in accordance with corporate policies and in compliance with GMP:
  • MTBF, MTTR, MTTT, MTTI, MTTPM
  • MTTS (means time to solve - from call opening till call closing)
  • Spare part consumption
  • Maintain records in accordance with GMP.
  • Assure Field Service personnel utilize documentation protocols and complete all documentation necessary for regulatory compliance.
  • Ensure the full application of validated procedures, in order to guarantee the compliance to the quality standards.
  • Review, understand, and accurately complete documents in a timely fashion such as procedures, forms, worksheets, and notebooks.
  • Accurately initiate Engineering Change orders, dispositions and Temporary Change Notices, as applicable.
  • Follow Diasorin's established compliance procedures designed to ensure that all regulatory requirements are met; activities may include audits, documentation, and the understanding of agency requirements such as OSHA, EPA, NRC and FDA.

Education, Experience, and Qualifications

  • Bachelor's Degree in Science required and an advanced degree in Life Science Discipline preferred
  • 10+ Years of experience in Field Service or similar within the Biotech industry. Prefer IVD industry required
  • 5+ Years in supervisory role and 1 year in a leadership role required
  • Experience in handling service department activities: Installation, upgrades, preventive maintenance, host linking, removal, etc. required
  • Knowledge of budgeting process and elements of budget, including ability to utilize financial reports to develop budgets, analyze expenditures and implement cost control measures
  • Strong people management skills and ability to build a team with a distributed field workforce
  • Excellent customer service skills
  • Strong project management skills
  • A proven record of delivering on commitments within timeline and budget
  • Problem solving ability to allow diagnosis of problems, resolve key issues and implement resolution
  • A clear understanding of quality, safety, regulatory and clinical standards
  • Skill at preparing and presenting written materials such as reports, presentations and proposals
  • Ability to develop, implement and train on processes
  • Skill at developing and maintaining relationships with customers
  • Skill at facilitating and directing communications, interactions and decision making within the group and company
  • Ability to initiate and implement policy, systems, and practices in managing people which enhance retention, motivation, reward, coaching, direction, and development
  • Ability to give authority and/or autonomy of decision making and action taking to others to better distribute work activities or to develop staff
  • Must have a valid driver's license in good standing

Standard Physical Demands

  • Remain in a stationary position - Frequently
  • Moves in and around the workplace for purposes of accessing office equipment, meeting with others, etc. - Occasionally

Travel Requirements

  • Periodically

What We Offer

Receive a competitive wages 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 or 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 a), 41 CFR a) and 41 CFR 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.