diasorinsp

Role Description The Technical Applications Specialist is responsible for receiving complaints and inquiries from customers and partners for all Luminex supported products, documenting all customer communications, triaging complaints as required, and leading investigations for issue resolution. This role will contribute to the maintenance of the Install Base, Knowledge Management database, and all administrative duties associated with Technical Support, and perform laboratory duties when needed as part of troubleshooting efforts, coordinating with other departments for customer management and issue resolution. Role will be remote in the US. Candidate can live anywhere within the US. Ideal hours will be 8am - 5pm Pacific Time. Duties and Responsibilities - 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 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 - average of 2 - 3 times per year. - Ability to work non-standard hours; limited travel may be required. - Adherence to goals/competencies program to ensure individual and department goals are met. Qualifications - 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. - 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. - Ability to work independently and as part of a team. - Must work onsite at Luminex office. - Travel may be required at least 10% of the time. - Possible exposure to mechanical, biological or chemical hazard. - Work is normally performed in a typical office environment. - Physical Demands: All positions require standing, stooping, bending, climbing, sitting, kneeling, and lifting at least 10 lbs. Benefits - Receive a competitive salary 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 committed to building a workplace where people feel empowered to contribute ideas, take ownership, and grow their careers. - We believe diverse perspectives strengthen innovation and help us deliver meaningful impact for patients and customers worldwide.