National Support Manager

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 secondlevel support driving efficient escalation management and fostering a culture of collaboration accountability and continuous improvement. The NSM will work closely with crossfunctional 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 highperforming solutionfocused team.
  Build a culture of collaboration knowledge exchange and professional development.
  Ensure all NSEs are crosstrained 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 followup.
  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 serviceoriented 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 Bachelors 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 Drivers License Valid Passport Required
• Proven ability to develop mentor and lead highperforming 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 decisionmaking and performance improvements.
• Excellent communication and collaboration skills with a customerfocused 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 COVID19 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.

Required Experience:

Manager