Regional Field Support Manager

Diagnostica Stago-posted 9 months ago

Full-time • Manager

Wholesale Trade Agents and Brokers

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The Regional Field Support Manager (RFSM) leads and supports our team of Field Service Engineers in delivering exceptional customer service and technical support for our In Vitro Diagnostic (IVD) products. This role is instrumental in ensuring customer satisfaction, effective troubleshooting, and continuous improvement while fostering a culture of mentorship and efficiency. The RFSM must be proactive leader with strong technical expertise and a commitment to high-quality service delivery.

Provide close guidance, coaching, and development to direct reports through both in-person and remote interactions to enhance performance and professional growth.
Ensure a customer-centric approach by monitoring the timely and appropriate closure of curative service calls and maintaining high levels of communication with both customers and internal teams.
Manage day-to-day activities of the FSE group to include prioritizing, scheduling, special projects, etc.
Drive departmental KPIs and Goals to include PM, TB and Installation completion.
Identify opportunities for process enhancements and implement solutions to drive operational efficiency and service excellence.
Support ongoing training initiatives to ensure Field Service Engineers remain proficient in troubleshooting, new technologies, and company protocols.
Oversee and manage the escalation process for advanced troubleshooting, ensuring swift and effective resolutions while maintaining clear communication with both the customer and internal teams.
Work closely with Quality, Hotline, Sales, Technical Support, and Marketing departments to ensure service excellence, knowledge sharing, and continuous improvement in customer support strategies.
Regularly review service data to identify trends, root causes, and opportunities for improvement, implementing strategic actions to enhance efficiency and performance.
Complete, maintain, monitor, and process all Regional required paperwork and records to comply with SOPs, including CAPA, IMS, QE, ISO, and other quality and compliance procedures within required deadlines.
Own revenue and expense performance and budget control for assigned Region.
Provide onsite support including VIP presentations, Business Reviews, Trade Shows, Escalations and FSE field visits.
Plan strategies to drive customer satisfaction at a Regional level.
Maintain positive morale within Regional team.
Perform other projects and tasks as assigned by Senior Management.

Associate Degree in a related field required, with a Bachelor's degree in a related field strongly preferred.
5+ years direct customer interface with 3 years management experience required, or 3 years Stago experience required.
Knowledge of database software; internet software; spreadsheet software, Microsoft Word/Excel/PowerPoint, and Company usable software.
Strong technical troubleshooting skills and a proactive approach to problem resolution.
Proven ability to mentor, develop, and lead high-performing teams in both in-person and remote environments.
Excellent communication and customer service skills, with the ability to maintain strong relationships with internal and external stakeholders.
Experience in process improvement and change implementation to enhance team efficiency and service delivery.
Current driver's license and passport required.

Remote work flexibility
Travel opportunities domestically and internationally

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