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Assoc Director, Field Support Operations
Description:
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 position will be located in the Western US.Directs service operations within assigned territory directly or through others by coordinating and managing the activities of Field Managers and Engineers by performing the following duties:Essential Duties & Responsibilities Oversee all service operational activity within assigned territory, while managing and mentoring direct reports as required to drive best in class services and customer satisfaction. Analyze Key Performance Indicators, metrics and other reports to drive efficiency, departmental goals and customer satisfaction within assigned territory. Achieve Financial goals within assigned territory by developing and implementing strategies to grow revenue while controlling cost. Focus on mid to longer term service concerns and strategies. Includes trends in the industry, new product release preparation, and future staffing needs Subject Matter Expert and support to various functions including: ISO, CCB, IMS, TTC, QMS, Audits, SAM/M3/CRM, and others. High level of personal integrity and compliance to all applicable laws and to all Stago policies and procedures. Supports Sales, Marketing, TSG and other Stago departments to foster teamwork and synergy Highest level of customer escalation within assigned territory. Interfaces directly with customer and with other Stago functions to ensure timely issue resolution. 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 Territory to provide onsite and remote support to all Stago Digital Products. Includes installation and initial configuration of Coag.One, and various Middleware/Instrumentation configurations. Utilizes the Quality Management System to identify non-conformances or deficiencies and drives resolution through the CAPA/IMS system. Drive SAM/M3/CRM database accuracy and continuous improvement. Reviews performance reports and documentation from customers and field team, to verify compliance. Completes, maintains and processes pertinent paperwork and records. Works with Regulatory/Quality Affairs to establish/modify SOP's for the department, to drive continuous quality improvement. Reviews/analyzes customer service surveys and takes necessary actions. Participates in internal and external audits. Ensures direct reports are delivering best in class service while driving customer satisfaction and operational excellence within assigned territory. Travel domestically or internationally as required to attend meetings, conferences, trainings. Acting coverage for FSG Director, other Associate Director or Field Managers as required. Special projects and/or tasks as assigned by Department Director or CEO. Education & Requirements: B.A./B.S. degree and five or more years related experience required as well as minimum of three years management experience with direct customer interface, or high school diploma required with ten or more years related experience required as well as minimum of five years management experience with direct customer interface. Prior experience managing remote direct reports is preferred. To perform this job successfully, an individual should have intermediate skill on Excel, Word and PowerPoint. A basic understanding of PC/Tablet and networking. A basic knowledge of Internet, database and business software tools. Current Driver's License, Valid Passport Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and policy manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to travel domestically and internationally, if needed. Up to 75% overnight 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 DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)See job description PDN-9b7262a2-d813-43ec-968d-82b52fc3cc28
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Assoc Director, Field Support Operations is a Executive Director Job at Monster located in United States. Find other listings like Assoc Director, Field Support Operations by searching Oodle for Executive Director Jobs.