Regional Field Support Manager

Diagnostica Stago

2d•Remote

About The Position

Ideal candidates for this position will be located in Washington, Oregon, Idaho, Montana, Wyoming Utah, Colorado, Nebraska, or Kansas within 1 hour of a metropolitan airport. 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.

Requirements

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.
To perform this job successfully, an individual should have knowledge of database software; internet software; spreadsheet software, Microsoft Word/Excel/PowerPoint, and Company usable software. Ability to learn and to adapt new applications/tools.
Current driver's license and passport required.
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.
Up to 80% over-night travel. Travel may occur with short notice. Ability to travel by ground or air as required. Ability to travel domestically and internationally as required.
This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.

Responsibilities

Team Leadership & Mentorship: Provide close guidance, coaching, and development to direct reports through both in-person and remote interactions to enhance performance and professional growth.
Customer Satisfaction & Service Excellence: 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.
Manages 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.
Continuous Improvement & Efficiency: Identify opportunities for process enhancements and implement solutions to drive operational efficiency and service excellence.
Training & Development: Support ongoing training initiatives to ensure Field Service Engineers remain proficient in troubleshooting, new technologies, and company protocols.
Escalation Management: 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.
Cross-Functional Collaboration: Work closely with Quality, Hotline, Sales, Technical Support, and Marketing departments to ensure service excellence, knowledge sharing, and continuous improvement in customer support strategies.
Data Analysis & Actionable Insights: Regularly review service data to identify trends, root causes, and opportunities for improvement, implementing strategic actions to enhance efficiency and performance.
Completes, maintains, monitors, and processes all Regional required paperwork and records to comply with SOPs, including CAPA, IMS, QE, ISO, and other quality and compliance procedures within required deadlines. Ensure direct reports maintain 100% compliance to all Stago SOPs and policies.
Financial performance - Owns revenue and expense performance and budget control for assigned Region,
Onsite support including VIP presentations, Business Reviews, Trade Shows, Escalations and FSE field visits.
Ensure staff is trained and focused to drive customer satisfaction. Plan strategies to drive customer satisfaction at a Regional level.
Maintain positive morale within Regional team.
Other projects and tasks as assigned by Senior Management