Technical Support Manager

About the position

The Technical Support Manager is responsible for the hiring, development and retention of the Technical Support Specialists (TSS) in order to deliver the highest level of support and service to our customers for the complete STAGO line of products (instruments, reagents and digital products). Ideal candidates for this role will be located on the Eastern U.S. Coast and within one hour of a major airport.

Responsibilities

• Manages the Technical Support Specialist Territory Group to provide technical support services to External Customers, as well as providing support to Sales pre- and post-sale.
• Manages the Technical Support Territory Group to ensure that all members are well versed with the Stago digital products.
• Assigns TSS's to the IPO's and Lot Conversion and monitors their progress.
• Manages the day-to-day activities of the TSS to include: prioritizing, scheduling, special projects, etc.
• Responsible for staffing, training, monitoring and mentoring team of TSSs, ensuring continuous quality improvement.
• Ensures that the Technical Support Group is in full compliance with all department/company policies and procedures.
• Reviews 25% of all TSS previously reviewed technical documentation submitted by the RSS.
• Responds to customer inquiries, at customer site, if required, when difficult and complex situations arise.
• Completes, maintains, and processes pertinent paperwork and records in a timely manner.
• Responsible for working with Sales to implement meetings with IHN's and serve as the project manager.
• Responsible for working with Sales to assign appropriate TSS to perform workflow studies, demos, side by side evaluations and support at product meetings.

Requirements

• B.S. in a related field from an accredited four-year college or university.
• MT(ASCP) Certification or MLT (ASCP) or equivalent.
• Minimum 3 years supervisory/management experience or 5 years Stago experience and/or 5 years Field Technical Service employment preferably in coagulation.
• Knowledge of Excel and Microsoft office suite.
• Current driver's license is mandatory.
• Ability to read, analyze and interpret complex documents.
• Ability to respond effectively to technical inquiries and customer complaints.
• Ability to write and deliver effective and persuasive technical and non-technical presentations.
• Ability to work with mathematical concepts such as fractions, percentages, bias, ratios and proportions.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions.

Benefits

• Remote work opportunity
• Travel opportunities up to 75%, including overnight stays, air travel, and international travel.