Director, Field Support Group

Role Overview

• Provides management and direction for the Field Support Group
• Staffs, directs, coaches and mentors a team of Technical / Field Support representatives
• Actively collaborates with all departments especially with the Technical Support Group with a goal of continuous improvement
• Responsible for the ERP applications related to service activities and processes ( ie: M3, RESCO, CRM)
• Operates the department within established financial guidelines and ISO/FDA regulations
• Establishes and maintains a strong collaboration with Corporate to ensure consistent reporting within the KPI process and consistency of processes and SOPs for the benefit of the group
• Works with Regulatory/Quality Affairs to establish SOP's for the department, continuous quality improvement
• Sets policies and procedures for the short and long term operation of the department in line with overall company policies
• Member of the SNA Senior management team
• Plans and schedules levels of support according to product release schedules
• Responsible for the Hotline for all SNA
• Creates systems for responding to customer inquiries via telephone, online networks, and mail for hotline and second level support
• Responsible for complaint handling for FSG
• Assures integrity and consistency of the instrument install based by following proper implementation procedures of retrofits per manufacturer guidelines (TBs)
• Handles customer issues when arise and regularly visits customer sites to improve customer satisfaction
• Manages service contracts process with special attention to PM execution
• Advises upper management on product development issues arising from product problems identified through technical support calls with customers
• Monitors and manages FSG Team activities in order to meet or exceed Revenue, OPEX/CAPEX budgets
• Implements regular customer service surveys and takes necessary actions
• Participate in internal and external audits
• Establishes pricing guidelines for service rates and contracts based on Company guidelines and approval of senior management

Requirements

• Bachelor's degree from four-year college or university required
• Advanced degree preferred
• Minimum 7 to 10 years experience in the diagnostics area
• 5+ years of management experience

Tech Stack

• ERP

Benefits

• Valid driver's license
• Valid passport
• Ability to travel domestically and internationally up to 40% of the time