Stago

Regional Field Support Manager

Stago

full-time

Posted on:

Location Type: Remote

Location: Remote • Colorado, Idaho, Kansas, Montana, New York, Oregon, Utah, Washington, Wyoming • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Lead and support the team of Field Service Engineers in delivering customer service and technical support for IVD products.
  • Provide close guidance, coaching, and development to direct reports to enhance performance and professional growth.
  • Ensure customer satisfaction by monitoring service calls closure and maintaining communication with customers and internal teams.
  • Manage day-to-day activities of the FSE group including prioritizing, scheduling, and special projects.
  • Drive departmental KPIs and Goals including PM, TB and Installation completion.
  • Identify opportunities for process enhancements and implement solutions.
  • Support ongoing training to ensure Field Service Engineers are proficient in troubleshooting and company protocols.
  • Oversee the escalation process for advanced troubleshooting, ensuring effective resolutions.
  • Collaborate closely with other departments such as Quality, Hotline, Sales, Technical Support, and Marketing.
  • Regularly review service data to identify trends and opportunities for improvement, implementing actions to enhance efficiency and performance.
  • Maintain all Regional required paperwork to comply with SOPs, including quality and compliance procedures.

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.
  • 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.
  • 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.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical troubleshootingprocess improvementcustomer servicemanagementdata analysisKPI managementproject managementtrainingcoaching
Soft skills
communicationmentoringleadershipproblem resolutionrelationship managementteam developmentproactive approachcollaborationorganizational skills
Certifications
Associate DegreeBachelor’s degreecurrent driver's licensepassport