Regional Advanced Support Engineer at Diagnostica Stago, Inc. in Sacramento, California

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.

Summary: Provides regional technical leadership/mentorship to employees on the complete Stago line of reagents, instruments, ancillary products and systems. Drives compliance, operational excellence and customer satisfaction.

Essential Duties & Responsibilities:

• Manage technical evaluation for all new FSEs to include mentoring and training on all technical, administrative and customer service aspects of the position. Ensure the FSEs are technically qualified to service instruments independently.


• Independently manage the implementation and tracking of key action plans, such as fix first visit, mean time between repair, parts usage, etc. Identify and address any deficiencies, through action plan adjustment/modification, in order to achieve regional key metrics.


• Lead and drive key technical projects, including, but not limited to, TTC, Knowledge Call, RTECH release, new product release planning, and BOS/ASA requested investigations.


• Acts as Regional Field Support Manager to manage team when RFSM is absent or unavailable. This includes the ability to make independent decisions regarding operations and service delivery for the region.


• Provides highest level of regional technical support within the assigned region.including TLA, Middleware, vendor evaluations and proper interaction with HQ during escalation.


• Provide advanced phone and/or on site technical support during escalation, both within and outside of primary region as required or as directed by Regional Field Support Manager, Associate Director, or Director. Includes formulation and execution of technical action plans to resolve all escalated issues regardless of complexity.


• Conduct on-site audits of FSEs to evaluate technical competence, compliance and quality of work. Based on results, formulates action plans for improvement.


• Review training curriculum to evaluate effectiveness and provide technical input to the training department to enhance course content. Provide occasional in-person course and/or lab support or instruct FSE classes taught in the Stago training center.


• Documents and records information to be included in repair records and escalation reports in compliance with company policies/procedures and regulatory agencies.


• Occasionally provide support during times of local manpower shortage. May include Curative, PM and/or


• Installation support.


• Develop Stago Digital Product knowledge and understanding in order to aid/support Stago’s Digital Product Sales and Marketing initiatives and strategies


• Provides onsite and remote support to all Stago Digital Products. Includes installation and initial configuration of Coag.One, and various Middleware/Instrumentation configurations


• Occasionally required to provide Curative/Emergency Service, Preventive Maintenance, Updates (TBs), at customer's facility.


• Drive compliance and technical expertise by acting as a role model and leading by example.


• Utilize support interactions as an opportunity to technically mentor/train/educate the FSG Team.


• Work with FSE2s and FSEs to generate technical tips as required to document best practices/ideas.


• Works independently or in groups, on special projects as assigned by Senior FSG Management.


• Demonstrate proper instrument usage and/or customer maintenance to end-users during site visits, VIP presentations, Trade-shows, etc.

Education & Requirements:

• High school diploma or GED required with 5 or more years Stago experience as well as a minimum of 5 years direct customer interface required. Or a Bachelor's degree in related field with 3 or more years Stago experience required and a minimum of 3 years direct customer interface required.

Skills:

• To perform this job successfully, an individual should have knowledge of Database Software; Internet Software, Microsoft Excel, Word, PowerPoint and all Company usable software; Windows NT, XP, Embedded and DOS

Travel Requirements:

• Up to 80% over-night travel both within and outside of designated territory. Travel may occur at times with limited notice (for example during escalation). Ability to travel by ground (including rental car) and/or air as required. May need to occasionally travel internationally to support escalations and/or customer service in Canada.

This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as required by Executive Order 14042 and the Safer Federal Workforce Task Force COVID-19 Workplace Safety: Guidance for Federal Contractors and Subcontractors.

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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