Stago · 2 days ago
Director, Field Support Group
Virtual, Virginia, United States
Full-time
Onsite
Director/Executive
7+ years expStago is a company that provides management and direction for the Field Support Group. The Director will be responsible for staffing and mentoring a team, collaborating with departments for continuous improvement, and managing ERP applications related to service activities.
Pharmaceutical
Responsibilities
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
Qualification
Required
Bachelor's degree from four-year college or university required
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
Preferred
Advanced degree preferred
Company
Stago
Stago is a pharmaceutical company with a strong interest in clinical pathology and in Haemostasis.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Barry Ray
Corporate Partnership Executive
Casey Nichols
Portfolio Partnership Executive
Recent News
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