Summary:

Provides management and direction for the Field Support Group.

Essential Duties & Responsibilities:

• 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

Education and/or Experience:

• Bachelor's degree from four-year college or university required; Advanced degree preferred; Minimum 7 to 10 years experience in the diagnostics area and 5+ years of management experience.
• Valid driver's license. Valid passport.
• Ability to travel domestically and internationally up to 40% of the time

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or other characteristics protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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