Stago

Director

• Provides management and direction for the Field Support Group
• Staffs, directs, coaches and mentors a team of Technical / Field Support representatives
• Actively collaborates with all departments especially with the Technical Support Group with a goal of continuous improvement
• Responsible for the ERP applications related to service activities and processes ( ie: M3, RESCO, CRM)
• Operates the department within established financial guidelines and ISO/FDA regulations
• Establishes and maintains a strong collaboration with Corporate to ensure consistent reporting within the KPI process and consistency of processes and SOPs for the benefit of the group
• Works with Regulatory/Quality Affairs to establish SOP's for the department, continuous quality improvement
• Sets policies and procedures for the short and long term operation of the department in line with overall company policies
• Member of the SNA Senior management team
• Plans and schedules levels of support according to product release schedules
• Responsible for the Hotline for all SNA
• Creates systems for responding to customer inquiries via telephone, online networks, and mail for hotline and second level support
• Responsible for complaint handling for FSG
• Assures integrity and consistency of the instrument install based by following proper implementation procedures of retrofits per manufacturer guidelines (TBs)
• Handles customer issues when arise and regularly visits customer sites to improve customer satisfaction
• Manages service contracts process with special attention to PM execution
• Advises upper management on product development issues arising from product problems identified through technical support calls with customers
• Monitors and manages FSG Team activities in order to meet or exceed Revenue, OPEX/CAPEX budgets
• Implements regular customer service surveys and takes necessary actions
• Participate in internal and external audits
• Establishes pricing guidelines for service rates and contracts based on Company guidelines and approval of senior management

Director, Field Support Group

Marketing

• Develop and execute a comprehensive SNA marketing strategy aligned with corporate objectives and global initiatives
• Lead product positioning, messaging, and go-to-market strategy for new and existing Stago coagulation solutions
• Forecast market trends, customer demand, and revenue opportunities based on data-driven analysis
• Drive pricing strategies in collaboration with finance and sales teams, ensuring competitiveness and profitability
• Conduct market segmentation and sales analysis to identify target accounts, track performance, and perform gap analyses
• Translate market intelligence and customer feedback into actionable business strategies
• Build and nurture relationships with key customers, KOLs, and laboratory stakeholders
• Lead structured Voice of Customer (VOC) initiatives to gather insights on unmet needs, product usage, and service expectations
• Leverage customer feedback to guide product development, marketing campaigns, and support initiatives
• Champion the customer perspective internally, ensuring our brand, communications, and offerings resonate with end users
• Serve as a key driver of customer experience strategy, ensuring consistent, high-quality touchpoints across the customer journey
• Develop tools, training, and messaging to enable sales and service teams to deliver value-driven customer conversations
• Collaborate with the Director of Sales to align on sales objectives, messaging, and market opportunities
• Lead the Business & Data team to optimize business reviews, lead generation, customer segmentation, and commercial insights
• Lead ongoing analysis of market dynamics, competitor activity, and regulatory trends impacting the IVD and coagulation space
• Provide internal stakeholders with actionable intelligence and recommendations based on competitive analysis
• Monitor win/loss trends and identify emerging threats or opportunities in the market
• Lead planning and execution for the annual National Sales Meeting, including agenda development, content creation, and logistics
• Oversee the company’s presence at national tradeshows, conferences, and customer-facing events
• Direct all internal and external marketing communications, including email campaigns, digital marketing, advertising, PR, and brand messaging
• Manage and mentor the Business & Data team, ensuring alignment on analytics, CRM, forecasting, and commercial reporting to support strategic decisions
• Foster a collaborative, high-performing marketing function that combines operational excellence with innovative thinking
• Coach and develop team members to think strategically, take ownership, and translate data and insights into impactful ideas and campaigns
• Create a culture that encourages curiosity, creativity, and continuous improvement, empowering employees to bring bold, customer-centered concepts to life.

Director, Field Support Group

Director, SNA Marketing