Regional Field Support Manager

Ideal candidates for this position will be located in California and within 1 hour of a major airport.

Directs FSG field activities in an assigned region by coordinating and managing FSEs to drive business objectives and customer satisfaction by performing the following duties:

Essential Duties & Responsibilities:

• Staffs, trains, monitors, audits, and mentors direct reports, to include both live and remote visits and interactions as determined by need, and as directed by FSG senior management.
• Manages day-to-day activities of the FSE group to include: prioritizing, scheduling, special projects, etc.
• Promptly responds to and resolves customer inquiries regardless of the complexity. Remains engaged throughout the issue resolution.
• Manages direct reports to provide support services to internal and external customers.
• Ensures direct reports compliance with company policies, programs and initiatives.
• Interacts with Regional Advanced Support Engineer (RASE) and Training Department, to ensure technical and process competencies with the FSEs and appropriate preparedness for FSE's initial and ongoing training.
• Advises upper management on product issues arising from product problems identified through customers
• Completes, maintains, monitors, and processes all of their region's required paperwork and records to comply with SOPs, including CAPA, IMS, QE, ISO, and other quality and compliance procedures within required deadlines.
• Plans levels of support according to product installation, preventive maintenance, and service schedules.
• Drives direct reports to achieve revenue and cost budget to ensure adherence to FSG goals.
• Monitor regional quality and metric goals. Create, implement, effectively drive actions required to achieve goals.
• Ensure customer satisfaction through the escalation process through effective resource allocation, consistent customer communication and proper documentation submission per SOP.
• Develop self (and Team) Stago Digital Product knowledge and understanding in order to aid/support Stago’s Digital Product Sales and Marketing initiatives and strategies. Prepare and lead assigned Region to provides onsite and remote support to all Stago Digital Products. Includes installation and initial configuration of Coag.One, and various Middleware/Instrumentation configurations.
• Drive contract revenue through growth of contract capture rate.
• Analyzing metrics and other service data to drive efficiency and cost reduction.
• Ensure direct report's compliance to all policy and procedural administrative requirements.
• Drive accuracy expectations of CRM and M3 databases at a regional level.
• May be required to occasionally provide technical support onsite at customer locations.
• Ensure staff is trained and focused to drive customer satisfaction.
• Plan short term strategies to drive customer satisfaction at a regional level.
• Maintain positive morale within regional team.
•  Other projects and tasks as assigned by the Director or Associate Director of FSG.

Qualifications and 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.
• To perform this job successfully, an individual should have 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 verbal and written communication skills (in English) are required. Ability to read, write and interpret complex documents, such as technical procedures, company policies and operating manuals. Ability to write effectively using proper grammar. Ability to effectively speak in front of an audience, to present information and/or to respond to questions from groups of managers, clients, customers, and the general public.
• 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. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.