National Support Engineer

Job not on LinkedIn

🕒 September 30

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 46 days.
• Jobs at this company usually fill in 55 days.
• No salary listed.

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Stago

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1945

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Stago is a global diagnostics company specializing in the science of hemostasis and thrombosis, providing laboratory instruments, reagents, quality control programs, and related services for clinical coagulation testing. The company offers hemostasis analyzers and assays (including D-dimer tests), external quality assessment (EQA) programs, continuing education and digital tools like My Personal Space and My Expert QC to support lab quality management and customer account services. Stago serves hospitals, clinical laboratories, and healthcare providers with technical support, regulatory-cleared products, and educational resources.

📋 Description

• Serve as the primary escalation point for Field Service Engineers, providing expert guidance and troubleshooting assistance for complex technical issues • Provide phone and/or on-site support during active service interventions and escalations in the US and Canada • Work with support departments to ensure timely and thorough issue communication • Generate detailed escalation reports containing instrument, customer, and environmental information, including data, pictures, diagrams, and root cause analysis when applicable • Attach comprehensive reports to escalation cases for tracking and future reference • Technically mentor, train, and educate the Field Service Group • Review escalation reports quarterly to identify trends and propose corrective actions • Use Power BI reporting to analyze service data, improve instrument performance, and optimize parts usage • Identify outliers and develop targeted action plans, including field training • Represent the Field Support Group at seminars, conventions, meetings, VIP presentations, and workshops • Serve as focal point for TLA, digital tools, and middleware support, including vendor evaluations and product release preparations • Drive compliance with Stago SOPs and policies • Provide routine Curative, PM, TB, and/or Installation support during local manpower shortages • Complete special projects assigned by Senior FSG Management • Assist Marketing with new product development and existing product issue resolution • Perform customer in-house and on-site product training and demonstrations • Furnish leads and customer intelligence based on technical calls and visits • Assist the Technical Training Manager with in-house and field training of TSSs, FSEs, Hotline, and Sales upon request

🎯 Requirements

• Associate's Degree in a related field with 5 or more years related experience required; or Bachelor’s Degree in a related field preferred with 3+ years direct customer interface experience required; or Associate's Degree required in related field with 3 years Stago experience required • Familiarity with Excel and Windows Office Suite Applications and other company software • Valid passport and current driver's license mandatory • Strong technical troubleshooting skills and expertise in diagnostic instruments • Ability to analyze service data, identify trends, and implement process improvements • Experience with escalation management and technical report generation • Proficiency in Power BI or similar data analysis tools for reporting and trend analysis • Excellent communication and collaboration skills, with ability to work cross-functionally • Up to 80% overnight travel in both the US and Canada, including travel by car and air • Fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements • Ability to perform each qualification satisfactorily

🏖️ Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions • Equal employment opportunity protections • Up to 80% overnight travel in both the US and Canada

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