Stago

Lead and support a team of Field Service Engineers to deliver customer support, manage operations, and implement process improvements. | At least 5 years of customer interface experience, 3 years of management experience, technical troubleshooting skills, and ability to lead teams in remote and in-person settings. | Job Description: • Lead and support the team of Field Service Engineers in delivering customer service and technical support for IVD products. • Provide close guidance, coaching, and development to direct reports to enhance performance and professional growth. • Ensure customer satisfaction by monitoring service calls closure and maintaining communication with customers and internal teams. • Manage day-to-day activities of the FSE group including prioritizing, scheduling, and special projects. • Drive departmental KPIs and Goals including PM, TB and Installation completion. • Identify opportunities for process enhancements and implement solutions. • Support ongoing training to ensure Field Service Engineers are proficient in troubleshooting and company protocols. • Oversee the escalation process for advanced troubleshooting, ensuring effective resolutions. • Collaborate closely with other departments such as Quality, Hotline, Sales, Technical Support, and Marketing. • Regularly review service data to identify trends and opportunities for improvement, implementing actions to enhance efficiency and performance. • Maintain all Regional required paperwork to comply with SOPs, including quality and compliance procedures. 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. • Knowledge of database software; internet software; spreadsheet software, Microsoft Word/Excel/PowerPoint, and Company usable software. • 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. • Current driver's license and passport required. • 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. Benefits: • N/A