Quality Control Technician

Diasorin is a global leader in diagnostic solutions, pushing the boundaries of science and technology to create cutting‑edge tools that improve healthcare worldwide. With a legacy spanning over 50 years, we are known for innovative diagnostic assays and instruments trusted by healthcare providers around the world.

• Impactful Work: Your contributions will directly improve patient care, making a meaningful difference.
• Global Reach & Innovation: Collaborate with colleagues worldwide, contributing to frontier healthcare solutions.
• Diverse and Inclusive Culture: We value unique perspectives and offer a supportive, collaborative environment where everyone can thrive.

Receiving complaints and inquiries from customers and partners for all Luminex supported products. Documenting all customer communications, triage complaints as required, and lead investigations for issue resolution. Contributing to the maintenance of the Install Base, Knowledge Management database, and all administrative duties associated with Technical Support. Performing laboratory duties when needed as part of troubleshooting efforts, coordinating with other departments for customer management and issue resolution.

Performing independent data analysis and problem solving.

• 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 7×24×365 operations
• Ability to work non‑standard hours; limited travel may be required
• Adherence to goals/competencies program to ensure individual and department goals are met
• Other duties as assigned.

• Bachelor's Degree in Biology, Molecular Biology, or similar discipline (0‑2 years related experience or equivalent combination of education and 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  CRM an asset
• Familiarity with CLIA, CAP, and JCAHO requirements are an asset
• Ability to communicate clearly and professionally, in verbal and written format, important
• Ability to work independently and as part of a team
• Fluent in English

• 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
• Work situations include working in teams and independently; making judgments and decisions
• Support Operations that is on call 7×24×365
• Physical Demands:
  All positions require standing, stooping, bending, climbing, sitting, kneeling, and lifting at least 10 lbs. Additional physical requirements are listed below:
• Up to 20 lbs. lifted
• Vision (Color) on the job is required frequently

• 10% Travel may be required at least 10% of the time

The hourly posting for this position is $20.12 – $24.60 Hourly. The salary range for this role represents the numerous factors…