Regional Field Support Manager

Ideal candidates for this position will be located in the Detroit, MI / Pittsburgh, PA/ Cleveland, OH / Columbus, OH / Cincinnati, OH / Indianapolis, IN areas.

The Regional Field Support Manager (RFSM) leads and supports our team of Field Service Engineers in delivering exceptional customer service and technical support for our In Vitro Diagnostic (IVD) products. This role is instrumental in ensuring customer satisfaction, effective troubleshooting, and continuous improvement while fostering a culture of mentorship and efficiency. The RFSM must be proactive leader with strong technical expertise and a commitment to high-quality service delivery.

• Team Leadership & Mentorship: Provide close guidance, coaching, and development to direct reports through both in-person and remote interactions to enhance performance and professional growth.
• Customer Satisfaction & Service Excellence: 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.
• Continuous Improvement & Efficiency: Identify opportunities for process enhancements and implement solutions to drive operational efficiency and service excellence.
• Training & Development: Support ongoing training initiatives to ensure Field Service Engineers remain proficient in troubleshooting, new technologies, and company protocols.
• Escalation Management: 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.
• Cross-Functional Collaboration: Work closely with Quality, Hotline, Sales, Technical Support, and Marketing departments to ensure service excellence, knowledge sharing, and continuous improvement in customer support strategies.
• Data Analysis & Actionable Insights: 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.
• Financial performance - 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

 Education 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 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.

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

See job description