Technical Support Manager

Diagnostica Stago, Inc. in; Charlotte (NC); On-site; USD 75,000 - 100,000; Full time

Job summary

A leading company in the hemostasis and thrombosis sector seeks a Technical Support Manager. This role entails managing a team, providing top-notch technical support to customers, and ensuring compliance with best practices in service delivery. Ideal candidates will possess relevant educational qualifications and significant technical experience, particularly in coagulation.

Qualifications

• Minimum 3 years supervisory/management experience or 5 years Stago experience.
• Must have knowledge of Excel and Microsoft Office suite.
• Current driver's license required.

Responsibilities

• Manages Technical Support Specialist Territory Group for external customer service.
• Assures team knowledge of digital products and facilitates training.
• Responsible for hiring, developing, and retaining Technical Support Specialists.

Skills

Knowledge of Excel

Technical communication

Problem-solving

Analytical skills

Education

B.S. in a related field

MT(ASCP) Certification or MLT (ASCP)

Job description

Technical Support Manager (Healthcare)

Diagnostica Stago, Inc., (DSI) is an industry leader in the science of hemostasis and thrombosis. Stago provides the total commitment of global resources and responsiveness, coupled with cutting edge technology and reliability. DSI is dedicated to continually developing and providing the very best hemostasis products, technical support, and services.

Ideal candidates for this role will be located on the Eastern U.S. Coast and within one hour of a major airport.

The Technical Support Manager is responsible for the hiring, development and retention of the Technical Support Specialists (TSS) in order to deliver the highest level of support and service to our customers for the complete STAGO line of products (instruments, reagents and digital products).

Essential Duties & Responsibilities:

• Manages the Technical Support Specialist Territory Group to provide technical support services to External Customers, as well as providing support to Sales pre- and post-sale. This can include but not limited to MVs, LCs, Troubleshooting, side by side evaluations, demos, lectures and support at meetings.
• Manages the Technical Support Territory Group to ensure that all members are well versed with the Stago digital products. Ensures the team actively shares knowledge and works with Training to improve training of internal and external customers.
• Assigns TSS's to the IPO's and Lot Conversion and monitors their progress.
• Manages the day-to-day activities of the TSS to include: prioritizing, scheduling, special projects, etc. as needed by the territory.
• Responsible for staffing, training, monitoring and mentoring team of TSSs, ensuring continuous quality improvement.
• Ensures that the Technical Support Group is in full compliance with all department/company policies and procedures to meet the business and client needs, this includes but is not limited to review and rewriting of TSG work flow guidelines, SOPs, documents, training in house, etc.
• Reviews 25% of all TSS previously reviewed technical documentation submitted by the RSS (method validation, lot conversion, activity reports, statistics, etc.).
• Responds to customer inquiries, at customer site, if required, when difficult and complex situations arise or as needed.
• Completes, maintains, and processes pertinent paperwork and records in a timely manner. Works on projects as assigned.
• Responsible for working with Sales to implement meetings with IHN's and serve as the project manager.
• Responsible for working with Sales 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.

Qualifications

• B.S. in a related field from an accredited four-year college or university; MT(ASCP) Certification or MLT (ASCP)or equivalent. Minimum 3 years supervisory/management experience or 5 years Stago experience and/or 5 years Field Technical Service employment preferably in coagulation.
• To perform this job successfully, an individual should have knowledge of Excel and Microsoft office suite.
• Current driver's license is mandatory.
• Ability to read, analyze and interpret complex documents; respond effectively to technical inquiries and customer complaints. Ability to write and deliver effective and persuasive technical and non-technical presentations to senior management, sales and service staffs, and customer representatives.
• Ability to work with mathematical concepts such as fractions, percentages, bias, ratios and proportions to practical situations. Ability to apply clinical knowledge to data review and analysis.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions. Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with non verbal symbolism (formulas, scientific equations, graphs, etc.). Ability to deal with a variety of abstract and concrete variables.
• Required to travel up to 75%, including overnight stays, air travel, and international travel.

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.

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