Stago

Director, Field Support Group

Stago

full-time

Posted on:

Location Type: Hybrid

Location: Virginia • Virginia • United States

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Job Level

Lead

Tech Stack

ERP

About the role

  • 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 KPI process
  • 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
  • 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
  • Ensures integrity and consistency of the instrument install based by following proper implementation procedures of retrofits per manufacturer guidelines (TBs)
  • Handles customer issues when they 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
  • 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
  • Participates in internal and external audits
  • Establishes pricing guidelines for service rates and contracts based on Company guidelines and approval of senior management

Requirements

  • Bachelor's degree from four-year college or university required; Advanced degree preferred
  • Minimum 7 to 10 years experience in the diagnostics area
  • 5+ years of management experience
  • Valid driver's license
  • Valid passport
  • Ability to travel domestically and internationally up to 40% of the time
Benefits
  • Senior management team inclusion
  • Continuous quality improvement initiatives
  • Regular customer service surveys
Applicant Tracking System Keywords

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

Hard Skills & Tools
ERP applicationsM3RESCOCRMSOPsKPI processcomplaint handlingservice contractscustomer service surveysfinancial management
Soft Skills
managementcoachingmentoringcollaborationcustomer satisfactionproblem-solvingcommunicationleadershiporganizational skillscontinuous improvement
Certifications
Bachelor's degreeAdvanced degreevalid driver's licensevalid passport