Stago

Director

• Own the end-to-end customer experience across the Clinical Applications organization, including clinical applications, training, digital support, implementation, validation, troubleshooting, workflow optimization, and ongoing customer enablement
• Ensure consistent delivery of high-quality customer implementations, validations, training programs, technical support, and workflow improvement initiatives
• Personally engage in high-impact customer escalations, VIP account support, strategic partnerships, and complex customer-facing situations requiring senior leadership involvement
• Drive a customer-first culture where every action, decision, and process is designed to improve customer confidence, satisfaction, retention, and long-term success
• Lead, develop, and inspire a high-performing, multi-level team across Applications, Training, and Digital functions
• Build an environment where regional escalations align with a clear national escalation framework
• Define and enforce structured escalation triggers, ownership expectations, communication standards, resolution timelines, and closure requirements
• Collaborate with all applicable teams to continuously evolve validation templates, SOPs, technical training programs, and customer-facing tools
• Create a continuous improvement operating rhythm that connects field insights, escalation trends, customer feedback, product opportunities, training needs, and process improvements.

Director, Clinical Applications

Field Engineer

• Provide on-site and remote technical support for Stago instruments and systems.
• Foster strong relationships with customers by actively listening and maintaining professionalism.
• Prioritize service requests, manage workload effectively.
• Installs instruments at customer's facility and performs preventive maintenance.
• Provide on-site training for end users and laboratory personnel.
• Collaborate with internal teams to improve service strategies.

Field Support Engineer

Research Analyst

• Designs and writes detailed training materials
• Designs and writes investigational clinical trial research protocols detailing study procedures, hypotheses, and aims
• Assesses design constraints at an early stage of the project for presentation to management
• Stays current with product capabilities and industry to advise the organization regarding important scientific developments
• Interacts with groups to ensure Stago is at the forefront of the market's evolution
• Collaborates on development of study protocols, data collection tools, lab manuals, case reports, and databases with French counterparts
• Leads field evaluations for potential study sites
• Communicate and train NCRA’s on the protocol and supports the NCRA with the execution of the study to all external stakeholders
• Keeps current with FDA and CLSI regulations that impact coagulation and hematology
• Responsible for the development of study related documents
• Assist in the development and monitoring of the study budget and study cadence
• Responsible for review and statistical analysis of the data

Clinical Research Specialist

Product Manager

• Own end-to-end lifecycle management for assigned Stago solutions (launch, growth, optimization, and sunset)
• Define and execute portfolio strategy aligned to corporate growth objectives
• Manage the 4 Ps (Product, Price, Place, Promotion) within a solutions-based framework
• Identify opportunities and develop business cases for portfolio expansion or enhancement
• Continuously assess portfolio performance and adjust strategy based on market dynamics
• Develop deep understanding of customer workflows and pain points, clinical and operational drivers, market trends, reimbursement landscape and competitive positioning
• Build and maintain a robust competitive intelligence framework to inform strategy
• Lead development and execution of go-to-market strategies for new and existing solutions
• Deliver comprehensive launch plans including forecasting and demand planning, sales enablement tools and training, customer-facing messaging and value narratives.
• Act as the central leader across Sales, Clinical Applications, Service & Support, Digital/IT, Supply Chain, Global Marketing
• Define and articulate the clinical, operational, and economic value of Stago solutions
• Support development of clinical evidence, white papers and publications and customer case studies
• Engage key opinion leaders (KOLs) and strategic customers to validate and strengthen positioning
• Own revenue and volume forecasting for assigned portfolio
• Monitor key performance indicators such as market share, adoption rates, customer retention, profitability
• Manage budgets and ensure execution within financial targets

Solutions Engineer

• Craft a seamless and efficient end-to-end installation, configuration, and implementation process for Stago middleware solutions
• Validate and troubleshoot ASTM/HL7, message integrity, interface mapping, and data flows
• Serve as second-level support to field teams if troubleshooting is required
• Collaborate with customer IT teams on network configuration, firewalls, permissions, virtualization, and database connections
• Analyze data to identify if field employees are effectively using installation SOP or require repeat visits/second-level support often
• Serve as project manager for Coag.One/st|hemE Manager implementations
• Author, test, refine, and validate expert rules that support hemostasis workflows
• Maintain a rule template library and ensure standardization across teams
• Monitor performance of deployed rules and continuously optimize speed, ease of installation, and stability
• Create best-practice frameworks for fast, repeatable rule deployment that outperform LIS-native rule engines
• Serve as the national Tier-2 escalation point for all middleware/connectivity issues
• Lead root cause analysis on digital failures (connectivity, message rejection, rule misfires, server/database issues)
• Work with st|hemE support, Hotline, Quality, and Marketing on troubleshooting and support efforts
• Track all ongoing troubleshooting, interim workarounds, and permanent fixes in alignment with quality standards
• Train and empower frontline teams to handle Tier-1 support effectively, reducing unnecessary escalations
• Own the digital/middleware workstream in pre-install planning, go-live, and post-go-live stabilization
• Provide project milestones, dependencies, risk mitigation, and readiness assessments
• Collaborate seamlessly with Clinical Applications on workflow integration, Service Engineering on instrument–digital interaction, Sales on pre-sale digital demos or evaluations, Product Management & HQ Digital Teams on feature needs, and Training to embed digital in all Stago education
• Partner with the SNA CSIRT team on completion of cybersecurity forms, risk assessments, architecture documents, and mitigation plans
• Assist customers in understanding digital security controls, deployment requirements, and industry best practices
• Participate in cybersecurity investigations impacting digital platforms

Director, Clinical Applications

Field Support Engineer

Clinical Research Specialist

Product Manager

Digital Solutions Engineer