Position is responsible for providing management and direction for the Field Support Group.  Hiring company is a manufacturer of medical instrumentation.  Person hired must reside in Virgina with a 45 minute commute of a regional airport.

Essential Duties & Responsibilities:

• Staffs, directs, coaches and mentors a team of Technical / Field Support representatives
• Actively collaborates with all departments especially with the Technical Support Group, with a goal of continuous improvement
• Operates the department within established financial guidelines and ISO/FDA regulations.
• Establishes and maintains a strong collaboration with Corporate to ensure consistent reporting within the KPI process and consistency of processes and SOPs for the benefit of the group.
• Works with Regulatory/Quality Affairs to establish SOP's for the department, continuous quality improvement.
• Sets policies and procedures for the short and long term operation of the department in line with overall company policies.
• Member of the North America Senior management team.
• Plans and schedules levels of support according to product release schedules.
• Responsible for the Hotline for all of North America.
• Creates systems for responding to customer inquiries via telephone, online networks, and mail for hotline and second level support.
• Responsible for complaint handling for Field Service Group (FSG).
• Assures integrity and consistency of the instrument install based by following proper implementation procedures of retrofits per manufacturer guidelines.
• Handles customer issues when arise and regularly visits customer sites to improve customer satisfaction.
• Manages service contracts process with special attention to Preventive Maintenance execution
• Advises upper management on product development issues arising from product problems identified through technical support calls with customers.
• Monitors and manages FSG Team activities in order to meet or exceed Revenue, OPEX/CAPEX budgets.
• Implements regular customer service surveys and takes necessary actions
• Participate in internal and external audits. Establishes pricing guidelines for service rates and contracts based on Company guidelines and approval of senior management 
• Establishes pricing guidelines for service rates and contracts based on Company guidelines and approval of senior management 

Education and/or Experience:

• Bachelor's degree from four-year college or university required; Advanced degree preferred; Minimum 7 to 10 years experience in the diagnostics area and 5+ years of management experience.
• Valid driver's license. Valid passport.
• Ability to travel domestically and internationally up to 40% of the time