Responsible for all aspects of Hotline support activity. Drives customer satisfaction through departmental operational excellence and continuous improvement. Leads Hotline Team to achieve full compliance to all Stago policies and procedures.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Drives customer satisfaction by creating a departmental culture of professionalism and teamwork, coupled with effective and timely issue resolution.
• Creates and monitors Hotline metrics and data to proactively identify/resolve issues in order to drive continuous improvement.
• Coordinates comprehensive and sustained training for Hotline staff to include all Stago instruments and reagents.
• Proactively monitors Hotline activity to ensure individual as well as departmental compliance to all applicable Stago policies and procedures.
• Develop Stago Digital Product knowledge and understanding in order to aid/support Stago's Digital Product Sales and Marketing initiatives and strategies. Prepare Hotline Team to effectively support Stago Digital Products including Coag.One and Middleware
• Monitors customer call and field intervention activity; and escalates all ongoing technical issues per SOP.
• Responds to and resolves customer inquiries/issues regardless of complexity.
• Creates long-term strategies for growth and maintenance of Hotline department, and makes budgetary recommendations to upper management.
• In conjunction with Director of Field Support Group and other departments, responsible for FDA and ISO compliance within FSG related to all Hotline activities.
• Special projects as assigned by the Director of FSG.
• Manages all aspects of the Hotline including administration, scheduling, training and compliance.
• Generates departmental metric and operational reports per required schedule.
• Monitors CRM data for accuracy and facilitates corrections as needed. Drives a team culture of continuous improvement related to CRM and data accuracy.
• Ensures all issues relative to Hotline connectivity, (both in-house and remote), are properly escalated to the IT department.
• Recommends/implements/trains SOP changes relating to the Hotline.
• Functions as liaison to France for complaint handling.
• Ensure proper resource availability by effectively managing PTO, training and other related departmental activity.
• Comprehensively analyzes and assists Hotline Agents in resolving, non-routine or complex software, hardware, reagent and procedure problems. This includes Critical Part investigation and IMS process support as required.

Qualifications & Requirements

• Associate's Degree in a related field required, Bachelor's degree in a related field strongly preferred, with 7+ years related experience and 5+ years management experience required; or Associate's Degree in a related field required with 5 years Stago related experience required. Prior Stago product knowledge preferred.
• To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.
• MT/(ASCP) minimum, preferred. Valid drivers license/Valid passport required.
• Ability to read, analyze and interpret professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and policy manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Demonstrated typing / key boarding skills.
• Ability to travel domestically or internationally, if needed up to 25%

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.

We offer an extensive benefit and compensation package that includes medical, dental, vision, FSA, 401k, PTO, life and disability insurance, as well as a comprehensive leave program. Pay anticipated for this position in New Jersey is from $97,000-$125,000, depending on a number of factors. This role is also anticipated to be eligible to participate in a bonus plan associated with this position. In the ordinary course of business, compensation and benefits programs may change based upon the Company's needs.

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
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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