Manager, Field Application Specialists - Meridian Bioscience

About Meridian

Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.

Job Summary

The Manager of Field Support manages the team in the United States responsible for customer training and support our products as they are intended for use. The goal is to ensure high customer satisfaction, and therefore, the in-market success of Meridian products by providing strong technical training, validation assistance, trouble shooting, and complaint resolution.

Key Duties

Tasks/Duties/Responsibilities:

The Manager of Field Support plays a key role at Meridian in the leadership and development of customer ramp-up to reporting patient results and ongoing satisfaction. He or She plays a key role in the successful launch of new products/improvements, helps in delivering the Sales goals, and drives department’s high quality and adherence to policies and procedures.

• Leads and provides direction to the implementation team on installation and training programs. Coordinates customer training, validation assistance, as well as on-site clinical in-servicing and new customer support.
• Establishes, tracks and delivers Key Performance Measures for installing new products, and customer satisfaction. Monitor CIs and customer comments and work with team to coordinate training improvement, collaboration with marketing and R&D to promote product improvements. Quickly resolve customer complaints, and answer customer inquiries.
• Responsible for hiring and developing technical support personnel.
• Works with other leaders to address upstream implications of quality issues with clients and/or regulators.

Other Duties as assigned: 

• Travel up to 50% of the time.
• Ability to walk up and down several flights of stairs throughout the workday in a multi-location facility.
• Ability to work on a PC including repetitive use of a keyboard and mouse for long periods throughout the course of the workday.
• Ability to stand or sit for long periods of time, reach, bend, stoop, lift throughout the course of the workday.
• Must be able to analyze and concentrate routinely throughout the course of the workday.

Qualifications

Minimum Education or Equivalent Experience Required/Preferred:

• Bachelor of Science degree in Medial Technology, Biology, Chemistry, Biochemistry or equivalent relevant experience required
• 6+ years of experience in the in-vitro diagnostics industry in technical support roles. 5+ years of leadership experience required.
• Experience leading diverse groups within an organization.

Competencies Required or preferred:

• Possess excellent verbal communication, teaching and coaching skills and be able to motivate and lead others.
• Empathize with the customer.
• Understand customer needs.
• Act in an urgent manner to resolve customer issues.
• Raise issues internally to the appropriate people in order to resolve customer issues.
• Strong troubleshooting and problem-solving skills.
• Excellent interpersonal, organizational, written and verbal communication skills for dealing with employees at all levels.
• Excellent problem solving and troubleshooting skills.
• Ability to read, understand and follow all company Standard Operating Procedures (SOP’s) and guidelines.
• Computer proficiency at an intermediate level (Excel, Word).
• Ability to maintain regular attendance and punctuality requirements.
• May be required to work additional hours outside the normal work shift (including evenings and weekends) as needed to ensure departmental goals are met.
• Ability to handle information in a confidential manner.
• Demonstrated ability to successfully achieve results in a dynamic, fast-paced environment.
• Ability to develop effective metrics that are aligned to strategy.
• Hold self and others accountable, appreciate others needs and perspectives, and commit to ensuring an inclusive environment.
• Strong business acumen.
• Proven ability to take a high-level vision/strategy, then develop and implement a people strategy/plan that gets results.
• Knowledge in technical service and customer service industry.

Required Travel %:

• up to 50%

*We are proud to be an EEO/AA employer Minority/Female/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing. (USA Only)*