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About the Role

The Global Service System Specialist is responsible for the overall serviceability of Luminex instruments, providing advanced global technical support, training, product development, and communications. This role focuses on continuous improvement of products and services through innovative solutions.

Responsibilities

• Provide technical software leadership and support for major customer organizations in servicing, maintaining, and operating Luminex instruments.
• Offer in-depth technical software and computer service knowledge to assist in product development, investigations, design, distribution, and serviceability requirements.
• Contribute to key decisions driving product service offerings, service revenue, and value-added support for growth.
• Mentor and train global regional partners, trainers, and field service engineers.
• Analyze data reports, instrument support packages, and service documentation to identify technical trends and proactively suggest improvements for device services.
• Create and execute improvement plans to ensure customers and partners receive high-quality technical support, focusing on software changes, service cost savings, service time reduction, and new business/service deliverable initiatives.
• Lead the development and maintenance of software and service training documentation, manuals, bulletins, and other communication materials.
• Produce comprehensive service documentation in conjunction with SD&I, ensuring manageable departmental impact.
• Release and update part numbers for existing and new products as needed.
• Ensure the Field Service portal is updated with relevant information for internal staff and customers.
• Develop effective working partnerships with internal Luminex departments to meet goals, deadlines, and schedules.
• Maintain in-depth software and hardware knowledge of all assigned Luminex instrument core products, including function, application, and service (troubleshooting, diagnostics, and repair).
• Enforce and adhere to all environment, health, and safety SOPs, equipment policies, and procedures, including department-specific requirements.
• Mentor Associates, providing guidance, assistance, and direction for successful growth.
• Perform other related duties as assigned.

Requirements

• Associate's (AA or AS) degree in Electronics or instrumentation/electronics equivalent background or a science/engineering background from an accredited two or four-year college or university, or relevant work experience.
• Highly organized with proven time management and prioritization skills (Medium proficiency).
• Ability to work independently and with minimal supervision (Medium proficiency).
• Ability to summarize complex technical information and communicate effectively to external teams (Medium proficiency).
• Knowledge and troubleshooting experience of operating systems (Windows, Linux) and user, group, file, and folder permission issues (Medium proficiency).
• Understanding of common IT policies for networked PCs and their effects on programs and applications (Medium proficiency).
• Ability to develop scripts (Power Shell, Python, Dos, Batch) to parse system logs and find relevant data (Medium proficiency).
• Ability to create technical content relatable to audiences of different skillsets (Medium proficiency).
• Successfully train service engineers of all skillsets and training challenges (Medium proficiency).
• Be the technical product lead across interdepartmental functions (Medium proficiency).

Skills

• Enterprise Resource Planning Systems
• Field Service operations
• Technical Product Management
• Instructor
• IT & Networking
• Customer Relationship Management Systems
• Software Development
• Operating systems (Windows, Linux)
• Scripting (Power Shell, Python, Dos, Batch)

Location

• Hybrid

Work Type

• Hybrid

Experience Level

• 2+ Years Enterprise Resource Planning Systems experience preferred
• 2+ Years Field Service operations or relatable experience preferred
• 2+ Years Technical Product Management experience preferred
• 2+ Years Instructor or relatable experience preferred
• 2+ Years IT & Networking or relatable experience preferred
• 2+ Years Customer Relationship Management Systems experience preferred
• 2+ Years Software Development or relatable experience preferred

Education Level

• Associate's Degree

About the Company

• Diasorin is a global leader in immunodiagnostic and molecular diagnostic solutions, advancing science to improve patient outcomes worldwide.
• For more than 50 years, Diasorin has combined scientific rigor with an entrepreneurial mindset, operating with a strong commitment to innovation, accountability, and results to deliver trusted diagnostic solutions.
• Diasorin continuously invests in research, technology, and people.
• Guided by values of operational excellence, customer focus, and teamwork, Diasorin empowers teams to think boldly, act decisively, and transform ideas into meaningful impact across one of the industry’s broadest specialty diagnostic portfolios.
• Diasorin is committed to building a workplace where people feel empowered to contribute ideas, take ownership, and grow their careers.
• The company believes diverse perspectives strengthen innovation and help deliver meaningful impact for patients and customers worldwide.

Equal Opportunity

• Diasorin is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.
• This posting and recruitment process are subject to applicable local laws and regulations in the country where the position is located. Additional employment disclosures, candidate rights, and employment conditions may apply based on local jurisdiction.
• Individuals hired will be required to verify identity and eligibility to work and may be subject to a background check and drug screening where permitted by law.
• Diasorin is committed to providing reasonable accommodations for qualified individuals with disabilities during the application process. If assistance is required, please contact hr@diasorin.com.
• Recruitment Fraud Notice: Diasorin never requests payment, financial information, or personal banking details from candidates at any stage of the recruitment process. Official communications from Diasorin recruiters will only come from a verified @diasorin.com email address. If you have questions about the legitimacy of a recruitment communication, please contact hr@diasorin.com for verification.
• Unauthorized third-party recruiting agencies may not submit candidates for this position without prior written authorization from the Diasorin Human Resources Department.