Field Operations Support Specialist

Diasorin•Austin, TX

13d•Remote

About The Position

The Field Operations Support Specialist (REMOTE, 10:00am-7:00pm CST) is responsible for ensuring all field assets owned by Luminex – A DiaSorin Company and DiaSorin Molecular and/or the customers are managed between internal departments and the Field Service organization. The individual is a member of the Service and Support organization and will be responsible for asset management in coordination with several departments, such as Service Contracts, Legal, Finance, Field Service, Repair Depot and Field Applications. The individual will be responsible for several activities surrounding field assets and management of the install base. The duties are including, but are not limited to, instrument moves, installations, de-installations, advanced replacements, loaner/demo pool management, shipping complaints, RMA, free-of-charge requests, credit note requests, estimates, evaluation orders, technical work orders for the field (i.e. PM's, upgrades, etc).

Requirements

High School Diploma or GED required
Experience working independently in a fast-paced environment with exhibited ability to be adaptable required
Ability to communicate clearly and professionally, in verbal and written format (High proficiency)
Ability to work independently and as part of a team (High proficiency)
Fluent in English (High proficiency)

Nice To Haves

Associate’s degree in science, supply chain or logistics field preferred
Bachelor's degree in science, supply chain or logistics field preferred
Practical experience with medical or clinical equipment preferred
Knowledge of laboratory processes and procedures preferred
Customer-facing work experience preferred
Experience in Technical Support, Field Service, or Service Operations preferred
Experience in technical writing or quality documentation preferred
Experience in a GMP environment an asset (Low proficiency)
Experience with ISO, FDA , and/or USDA guidelines an asset (Medium proficiency)
Experience with Salesforce.com CRM an asset (Medium proficiency)
Familiarity with CLIA, CAP, and JCAHO requirements are an asset (Medium proficiency)

Responsibilities

Update and manage all Luminex and/or DiaSorin Molecular field Install Base/field assets per documented procedures primarily in North America.
Assist in Global issues when required
Document all instrument movements in accordance with the procedures from the legal manufacturer of the device
Document all customer calls, emails, and interactions in the call center database for the legal manufacturer of the device
Manage the loaner and demo pool for customers and the Commercial organization
Complete all coordination and documentation activities surrounding RMA’s, installations, de-installations, advanced replacements, instrument moves to ensure an accurate install base
Create (or cancel) all technical work orders for the Field Service organization, such as PM’s and upgrades
Process free-of-charge requests, credit note requests, estimates, evaluation orders as required
Demonstrate dedication to high quality customer service by engaging with customers in a courteous, polite and professional manner
May be required to answer Technical Support phone calls and handle complaints as required.
Responsible for managing workload and scheduling to ensure goals and deadlines are met
Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity
Train new employees on processes and procedures, as part of onboarding activities or supplemental product training
Responsibilities for staffing and supporting a 7x24x365 operation may be required
Ability to work non-standard hours
Adherence to goals/competencies program to ensure individual and department goals are met
Other duties as assigned