Field Service Director

Diasorin•Austin, TX

7d•Remote

About The Position

The Director, Field Service – Americas is responsible for hiring, developing, and leading field service personnel across the Americas supporting Luminex clinical diagnostics, life science research, and Public Health market segments. The role drives consistent delivery of a world-class field service experience, measured through the customer survey program, while ensuring compliance with quality and regulatory requirements. The director is accountable for assigned Field Service financial targets and supports the Sales team in meeting budgeted sales revenue objectives. In partnership with the Partner Operations Manager and Global Partner Operations and Service Enablement, the director oversees partner and distributor service relationships across the Americas. The role ensures collaboration between the Field Service Technical Lead and Global Partner Service Enablement to deliver technical enablement, knowledge content, and capability improvements aligned with global standards and a consistent customer experience. This position is remote within the U.S. and may require 40% travel.

Requirements

Bachelor’s degree or equivalent work experience.
At least 5 years of Field Service experience.
At least 5 years of leadership experience.
At least 5 years of familiarity with CRM processes; Salesforce is preferred.
At least 5 years of experience with ISO and FDA guidelines and a full understanding of complaint-handling requirements.
At least 5 years of experience in a GMP-regulated environment.
At least 5 years of experience working independently in a fast-paced environment with rapidly changing priorities.
At least 5 years of familiarity with CLIA, CAP, and JACHO requirements.
At least 3 years of budgeting and fiscal management experience.
Strong dedication to quality customer service.
Highly organized, with proven time management and prioritization skills.
Ability to work independently with minimal supervision.
Ability to work as a member of a cross-functional team.
May require 40% travel.

Nice To Haves

Familiarity with Salesforce CRM processes.

Responsibilities

Define the needs of the Luminex Field Service department and provide tools and processes to deliver a world-class service experience.
Define and maintain appropriate staffing levels to meet Field Service objectives.
Oversee service delivery by partners and distributors across the Americas, including governance, performance management, escalation support, and continuous improvement to meet service levels and customer experience standards.
Plan and direct training for Field Service personnel in coordination with the TPM team.
Work with the Partner Operations Manager and Global Partner Operations and Service Enablement to define and execute partner and distributor service engagement models, including role clarity, training and recertification pathways, communications cadence, and performance reporting expectations.
Ensure the Field Service Technical Lead works with Global Partner Service Enablement to develop and deliver technical enablement programs, including certifications, curriculum, knowledge articles, and field bulletins, and address skill gaps identified through performance metrics, escalations, and customer feedback.
Improve Field Service delivery by tracking and achieving KPIs, including customer satisfaction, on-time preventive maintenance, SLA targets, quality targets, and EPI.
Extend KPI governance to partner and distributor service performance across the Americas, driving corrective action plans, trend reviews, and standardized reporting aligned with global partner operations.
Ensure timely, high-quality complaint handling and resolve problems efficiently and completely.
Support achievement of budgeted service revenue objectives.
Manage operating expenses within the assigned budget.
Develop a basic understanding of all Luminex instruments, software, and assays.
Participate in the ECO/DCO process as necessary.
Perform other duties as assigned.