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Stago · 1 month ago

Regional Field Support Manager

Idaho, United States

Full-time

Hybrid

Senior Level

5+ years exp

Stago is seeking a Regional Field Support Manager to lead and support their team of Field Service Engineers in delivering exceptional customer service for In Vitro Diagnostic products. The role focuses on ensuring customer satisfaction, effective troubleshooting, and fostering a culture of mentorship and efficiency.

Pharmaceutical

Responsibilities

Provide close guidance, coaching, and development to direct reports through both in-person and remote interactions to enhance performance and professional growth

Ensure a customer-centric approach by monitoring the timely and appropriate closure of curative service calls and maintaining high levels of communication with both customers and internal teams

Manages day-to-day activities of the FSE group to include: prioritizing, scheduling, special projects, etc. Drive departmental KPIs and Goals to include PM, TB and Installation completion

Identify opportunities for process enhancements and implement solutions to drive operational efficiency and service excellence

Support ongoing training initiatives to ensure Field Service Engineers remain proficient in troubleshooting, new technologies, and company protocols

Oversee and manage the escalation process for advanced troubleshooting, ensuring swift and effective resolutions while maintaining clear communication with both the customer and internal teams

Work closely with Quality, Hotline, Sales, Technical Support, and Marketing departments to ensure service excellence, knowledge sharing, and continuous improvement in customer support strategies

Regularly review service data to identify trends, root causes, and opportunities for improvement, implementing strategic actions to enhance efficiency and performance

Completes, maintains, monitors, and processes all Regional required paperwork and records to comply with SOPs, including CAPA, IMS, QE, ISO, and other quality and compliance procedures within required deadlines. Ensure direct reports maintain 100% compliance to all Stago SOPs and policies

Owns revenue and expense performance and budget control for assigned Region

Onsite support including VIP presentations, Business Reviews, Trade Shows, Escalations and FSE field visits

Ensure staff is trained and focused to drive customer satisfaction. Plan strategies to drive customer satisfaction at a Regional level

Maintain positive morale within Regional team

Other projects and tasks as assigned by Senior Management

Qualification

Technical TroubleshootingProcess ImprovementCustomer ServiceTeam LeadershipData AnalysisMicrosoft OfficeMentorshipCommunication Skills

Required

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

Ability to learn and to adapt new applications/tools

Current driver's license and passport required

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

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

This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements