Technical Support Manager Position Available In Mecklenburg, North Carolina

Job Description:

Diagnostica Stago, Inc., (DSI) is an industry leader in thescience of hemostasis and thrombosis. Stago provides the totalcommitment of global resources and responsiveness, coupled withcutting edge technology and reliability. DSI is dedicated tocontinually developing and providing the very best hemostasisproducts, technical support, and services. Ideal candidates forthis role will be located on the Eastern U.S. Coast and within onehour of a major airport. The Technical Support Manager isresponsible for the hiring, development and retention of theTechnical Support Specialists (TSS) in order to deliver the highestlevel of support and service to our customers for the completeSTAGO line of products (instruments, reagents and digitalproducts).

Essential Duties & Responsibilities:

Manages theTechnical Support Specialist Territory Group to provide technicalsupport services to External Customers, as well as providingsupport to Sales pre- and post-sale. This can include but notlimited to MVs, LCs, Troubleshooting, side by side evaluations,demos, lectures and support at meetings. Manages the TechnicalSupport Territory Group to ensure that all members are well versedwith the Stago digital products. Ensures the team actively sharesknowledge and works with Training to improve training of internaland external customers. Assigns TSS’s to the IPO’s and LotConversion and monitors their progress. Manages the day-to-dayactivities of the TSS to include: prioritizing, scheduling, specialprojects, etc. as needed by the territory. Responsible forstaffing, training, monitoring and mentoring team of TSSs, ensuringcontinuous quality improvement. Ensures that the Technical SupportGroup is in full compliance with all department/company policiesand procedures to meet the business and client needs, this includesbut is not limited to review and rewriting of TSG work flowguidelines, SOPs, documents, training in house, etc. Reviews 25% ofall TSS previously reviewed technical documentation submitted bythe RSS (method validation, lot conversion, activity reports,statistics, etc.). Responds to customer inquiries, at customersite, if required, when difficult and complex situations arise oras needed. Completes, maintains, and processes pertinent paperworkand records in a timely manner. Works on projects as assigned.

Responsible for working with Sales to implement meetings with IHN’sand serve as the project manager. Responsible for working withSales to assign appropriate TSS to perform workflow studies, demos,side by side evaluations and support at product meetings like AACC.Performs all other duties as assigned by management. QualificationsB.S. in a related field from an accredited four-year college oruniversity; MT(ASCP) Certification or MLT (ASCP)or equivalent.

Minimum 3 years supervisory/management experience or 5 years Stagoexperience and/or 5 years Field Technical Service employmentpreferably in coagulation. To perform this job successfully, anindividual should have knowledge of Excel and Microsoft officesuite. Current driver’s license is mandatory. Ability to read,analyze and interpret complex documents; respond effectively totechnical inquiries and customer complaints. Ability to write anddeliver effective and persuasive technical and non-technicalpresentations to senior management, sales and service staffs, andcustomer representatives. Ability to work with mathematicalconcepts such as fractions, percentages, bias, ratios andproportions to practical situations. Ability to apply clinicalknowledge to data review and analysis. Ability to define problems,collect data, establish facts and draw valid conclusions. Abilityto interpret an extensive variety of technical instructions.

Ability to apply principles of logical or scientific thinking to awide range of intellectual and practical problems. Ability to dealwith non verbal symbolism (formulas, scientific equations, graphs,etc.). Ability to deal with a variety of abstract and concretevariables. Required to travel up to 75%, including overnight stays,air travel, and international travel. The physical demandsdescribed here are representative of those that must be met by anemployee to successfully perform the essential functions of thisjob. Reasonable accommodations may be made to enable individualswith disabilities to perform the essential functions. This jobrequires the individual to be fully vaccinated against COVID-19,absent a legally required accommodation, as determined by customerrequirements. All qualified applicants will receive considerationfor employment without regard to race, color, religion, sex, sexualorientation, gender identity, national origin, citizenship,disability or protected veteran status. Equal OpportunityEmployer/Protected Veterans/Individuals with Disabilities Thisemployer is required to notify all applicants of their rightspursuant to federal employment laws. For further information,please review the Know Your Rights notice from the Department ofLabor. See job description