Field Service Manager

Manager, Field Service-West

The Field Service Manager will be responsible for:

• Managing a team Field Service Engineers within a designated region in West US.
• Ensuring that customer needs and expectations are met in just and timely manner.
• Coaching and mentoring of Field Service personnel assigned as well as provide and assist in the guidance of quantifiable departmental goals for Field Service.

Job Responsibilities and Tasks:

• Reporting directly to the Director, Fields Service, Americas as well as work with remote supervision and support.
• Responsible for Customer Satisfaction surrounding instrument related issues and seeing any and all customer request through to completion
• The position will directly interface and partner with North America Technical Support Managers Training Manager, regional Sales and Marketing Teams
• Defining individual needs of Luminex Field Service personnel with regard to training and developmental needs. Assist Director, Field Service, Americas in making recommendations concerning hiring and staffing requirements. Strategize utilization of resources and evaluate individual performances of assigned personnel on a quarterly basis.
• Managing workload and response times of individual Field Service to ensure that calls are being documented, logged, re-evaluated and or re-assigned when needed to fulfill customer needs.
• Managing travel costs of Field Service engineers.
• Managing Field Service inventories
• Managing and reporting critical field service metrics
• Providing continuous feedback to direct reports to ensure that goals and requirements are being met for the following:
• Response Times / Call logs
• PM Completion Rates
• First time resolution rates
• Customer Satisfaction Survey Results
• Other duties as assigned.

Education, Experience and Qualifications:

• Associate's Degree AS, AA, BS in Business or Operations Management from 4 year college or university, or relevant work experience. required
• A minimum of 3 years' experience in technical support / customer relations and field service management. required
• A minimum of 3 years' experience in direct management resources. required
• A minimum of 5 years' experience in field service operations. required
• Excellent oral and written communication skills.
• Proven ability to lead technical organizations to consistently high delivery standards
• Proven ability to integrate with adjacent organizations to enhance delivery.
• Proven ability to multitask in fast paced environments.
• Mathematical aptitude- proven ability to develop and produce metric analysis and reporting.

What We Offer:

The range for this position is $78,767-$145,719 annually. The salary range for this role represents the numerous factors considered in the hiring decisions including, but not limited to, educations, skills, work experience, certifications, etc. Beyond base salary, Diasorin offers a competitive rewards package focused on your overall well-being. We are proud to offer a comprehensive plan of health benefits, retirement and financial wellbeing, time off programs, wellbeing support and perks. Benefits may vary by role, country, region, union status, and other employment status factors. You may also be eligible to participate in an annual incentive program. An incentive award, if any, depends on various factors, including, individual and organizational performance.