National Support Manager at Diagnostica Stago, Inc. in Philadelphia, Pennsylvania

Job 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 Continental United States, within 1 hour of a metropolitan airport. 

The National Support Manager (NSM) will lead, mentor, and develop our team of National Support Engineers (NSEs) while ensuring the highest levels of service excellence. This role is responsible for building and maintaining a structured system for second-level support, driving efficient escalation management, and fostering a culture of collaboration, accountability, and continuous improvement. The NSM will work closely with cross-functional teams to ensure seamless integration between field service and national service while maintaining customer satisfaction and timely issue resolution.

Essential Duties & Responsibilities

• Leadership & Team Management:
  
  - Mentor, coach, and develop NSEs to ensure a high-performing, solution-focused team.
  
  - Build a culture of collaboration, knowledge exchange, and professional development.
  
  - Ensure all NSEs are cross-trained for redundancy and standardization of knowledge across the US.
  
  - Drive accountability and professional growth within the team. 


• Escalation & Customer Resolution:
  
  - Oversee escalation management, ensuring efficient, effective, and timely resolution.
  
  - Host weekly NSE/RFSM/Hotline calls to review escalations, track progress, and ensure proper follow-up.
  
  - Host manager calls to monitor all active escalations and confirm that resolution plans are in progress with clear oversight and
  
  tracking until closure.
  
  - Maintain strong customer communication, ensuring transparency and a service-oriented approach.
  
  - Ensure escalation is efficient, effective and concludes with a detailed report submitted by the NSEs after each Field Visit.
  
  - Key focus will be on escalation management via deployment of the NSEs


• Strategic Initiatives & Continuous Improvement:
  
  - Drive initiatives that enhance instrument performance, service efficiency, and response times.
  
  - Utilize Power BI (PBI) and data analytics to monitor service trends, drive improvements, and reduce parts usage.
  
  - Continuously identify opportunities to improve processes, structure, and professionalism within the support organization.


• Best Practices/Knowledge Sharing - NSM will ensure any orphan competency held by any NSE is shared with all NSEs and FSEs. NSM will also participate in the various Technical communication channels such as Escalation calls, Affiliate calls and HQ Service Relay calls


• Actively collaborates with all departments with a goal of driving customer satisfaction through continuous improvement.


• Ensures direct report full compliance with all SOPs, company programs and initiatives.


• On site customer support during VIP presentations, Trade Shows, Business Reviews, etc


• Special projects and tasks as assigned by FSG Director


• Participate in internal and external audits


• Drive customer satisfaction through effective escalation management and technical knowledge sharing 

Education and 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


• To perform this job successfully, an individual should have knowledge of database software; internet software; spreadsheet software, Microsoft Word/Excel/PowerPoint, and Company usable software. Ability to learn and to adapt new applications/tools.


• Current Driver's License, Valid Passport Required


• Proven ability to develop, mentor, and lead high-performing technical teams is strongly preferred


• Expertise in escalation management, troubleshooting complex technical issues, and driving service improvements.


• Strong project management skills with experience in building and implementing new processes.


• Proficiency in Power BI or similar data analysis tools to drive decision-making and performance improvements.


• Excellent communication and collaboration skills, with a customer-focused approach


• 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 Disabilities

The 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)

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