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About the Role

The Senior Service Contracts Account Manager will manage and expand recurring Service revenue within an assigned business segment and region, contributing to the Service Sales team's annual revenue targets. This role aims to increase customer satisfaction, capture customer challenges, and support the adoption of Luminex technologies.

Responsibilities

• Manage and expand recurring Service revenue within an assigned business segment and region.
• Increase customer satisfaction and capture potential customer challenges.
• Maintain and respond to communication with multiple departments to ensure customer needs are met.
• Ensure the accuracy of contract information is maintained in databases.
• Align closely with current marketing activities to enhance marketing campaigns and support new product launches.
• Manage the process for annual updates to Service Sales datasheets.
• Work closely with Global Service Sales Manager on annual Revenue planning.
• Provide feedback on pricing models and discounting structures for Service Agreements.
• Maintain and provide onboarding programs for internal customer-facing teams.
• Manage the Salesforce.com contract renewal process, ensuring instrument coverage, order management, billing information, and revenue recognition are accurate.
• Ensure service coverage for Reagent Rental instruments is maintained and meets contractual obligations.
• Handle day-to-day customer communication and problem resolution for contract renewals.
• Collaborate with Order Management and Finance teams to ensure accuracy of information in Oracle.
• Support the Technical Support team in resolving customer issues and facilitate updates to coverage in Salesforce.com.
• Identify and communicate SFDC improvements and functionalities to Service Sales Manager.
• Engage with the Corporate Legal team to understand and negotiate Service Agreement terms and conditions.
• Collaborate with Product Managers to ensure service is understood and corresponding content is accurate.
• Interact with various internal and external groups to resolve customer sensitive issues.
• Maintain and track activities within the Salesforce.com platform for metric reporting accuracy.
• Utilize Salesforce dashboards and reports to analyze sales trends.
• Manage preventive maintenance scheduling as dictated by contractual obligations.
• Provide support and guidance for other Service Sales Account Managers.
• Identify process inefficiencies and provide recommended solutions.
• Manage existing Service Level Agreement and Warranty business for Luminex within an assigned segment and region.
• Provide written and verbal communication of service offerings to the customer base.
• Create, submit, and follow up on renewal notifications for existing service agreements and expiring warranties.
• Contact customers with instruments not currently under service.
• Manage business processes and revenue expectations for the service product line to achieve annual revenue targets.
• Provide quarterly and annual forecast updates for Service sales revenue to Global Service Sales Manager.
• Identify opportunities, understand purchasers' buying cycles, ask for the sale, and facilitate the hand-off of qualified leads to field sales representatives.
• Manage the pipeline to achieve or exceed revenue targets for service and other revenue goals.
• Identify strategic product offerings or other opportunities for incremental Service Sales revenue.
• Collaborate with key customers or partners to identify and address specific needs.
• Participate in field Sales calls as needed.

Requirements

• Bachelor's Degree or equivalent experience.
• Minimum 5 years of Service/Field Sales or Sales Support experience.
• Minimum of 5 years Customer Service or related experience.
• Minimum of 5 years working experience in a customer-facing role.
• Experience working independently in a fast-paced environment with rapidly changing priorities.
• A proven track record for selling similar products in their job history.
• Experience with an ERP system; Oracle and Salesforce.com preferred.
• Ability to effectively work independently and with minimal supervision.
• Ability to handle the pressure of meeting tight deadlines.
• Ability to meet and exceed revenue targets.
• Highly organized with proven time management and prioritization skills.
• Proven ability to multitask.
• Strong problem-solving skills with extreme attention to detail.
• Ability to work within cross-functional teams to successfully complete projects/tasks on time.
• Ability to communicate effectively and in a timely fashion with Customers.
• 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.

Skills

• Salesforce.com
• Oracle
• ERP system
• Customer Service
• Sales Support
• Field Sales
• Contract Management
• Revenue Recognition
• Problem Resolution
• Communication
• Time Management
• Prioritization
• Multitasking
• Problem Solving
• Attention to Detail
• Cross-functional Teamwork

Work Type

• Full-time

Experience Level

• Minimum 5 years of Service/Field Sales or Sales Support experience
• Minimum of 5 years Customer Service or related experience
• Minimum of 5 years working experience in a customer facing role

Education Level

• Bachelor's Degree or equivalent experience

Salary/Compensations

• $85,000 - $125,000 USD

Benefits

• Competitive rewards package focused on overall well-being.
• Comprehensive plan of health benefits.
• Retirement and financial wellbeing programs.
• Time off programs.
• Wellbeing support and perks.
• Potential eligibility for an annual incentive program.

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.
• 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.
• Diasorin is committed to building a workplace where people feel empowered to contribute ideas, take ownership, and grow their careers.
• Diasorin 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.