Service Manager

Services Manager

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 Description – Service Manager

The Service Manager will be responsible for contributing to the company's growth and profitability targets by implementing, controlling, monitoring, and improving the After-Sales Service Department. This role requires ensuring the full application of company strategies within the required timeframe, guaranteeing compliance with validated procedures, maintaining quality standards, and minimizing risks of customer dissatisfaction.

Key Duties and Responsibilities

• Coach, train, and support the service team in the field, ensuring the correct customer approach in both technical aspects and soft skills.

• Promote a safe working environment by training and monitoring health and safety practices, implementing new actions when necessary.

• Work closely with the Sales Team in the field to ensure and enhance customer experience.

• Maximize customer retention by proactively ensuring customer satisfaction.

• Monitor the installed base and propose the effective allocation of resources.

• Manage and control the quality of services provided by third parties, ensuring SLA compliance.

• Plan, implement, and follow up on implementation and automation projects.

• Coordinate the Refurbishment Center and oversee all related activities.

• Support distributors by providing training, monitoring service quality, and controlling equipment performance.

• Ensure effective cost management of the Service Department (labor, spare parts, assets, etc.).

• Represent the Service Department's needs in management meetings and interactions with other organizational areas.

• Collaborate with Corporate Service to ensure compliance with corporate policies and provide strategic inputs to the Service Organization.

• Manage spare parts stock levels according to corporate policies.

• Implement upgrade and retrofit programs as agreed in international service meetings.

• Monitor and improve the effectiveness of the Service Call Center and Technical Support to Field Engineers.

• Establish, monitor, and communicate departmental KPIs to measure performance, identify improvements, and recognize achievements.

• Ensure accuracy and compliance during audit processes and business alignment.

• Manage stakeholder activities by ethically and technically representing the company's products.

Education, Experience, and Qualifications

• Bachelor's degree in Engineering, Business, or Health-related fields.

• Post-graduate degree in Business is a plus.

• Minimum of 5 years of professional experience in the Diagnostic sector in a managerial service position.

• Prior experience in service and application support to distributors is a plus.

• Knowledge of laboratory process flow, equipment maintenance, and refurbishment.

• Experience in Project Management (validation and integration).

• Familiarity with software applications and instrument platforms.

• Proficiency in Microsoft PowerPoint, Word, and Excel.

• Strong leadership, coaching, and communication skills.

• Fluency in English and the local language.

• Availability to travel up to 70% within the assigned territory.

What We Offer

• Competitive salary and benefits package.

• Dynamic work environment with opportunities for growth and impact.

• International exposure and collaboration with global service teams.