Stago

• Provide on-site and remote technical support for Stago instruments and systems, diagnosing and resolving issues efficiently to minimize downtime. • Foster strong relationships with customers by actively listening, clearly communicating, and maintaining professionalism throughout service interactions. • Prioritize service requests, manage workload effectively, and ensure that customer concerns are addressed promptly and thoroughly. • Install instruments at customer's facility, sales demos, product shows, etc, to ensure full functionality according to Diagnostica Stago specifications. • Perform installation, maintenance, and repairs to ensure optimal performance of Stago systems at customer sites, sales demos, trade shows, etc. • Provide supplemental on-site training for end users and laboratory personnel on proper operation, maintenance, and troubleshooting of instruments to enhance user confidence and system longevity. • Provide ongoing updates and consistent communication with customers, manager, and HQ until full resolution of their issues, ensuring they feel supported throughout the process. • Work closely with internal teams, including technical support, sales, and product management, to share insights and improve service strategies. • Maintain accurate service records, follow regulatory guidelines, and ensure that all work complies with company policies and industry regulations. • Assist in identifying opportunities for service contracts and extended service agreements, educating customers on available options to enhance their support experience and system performance.

• Cultivate and manage relationships with existing clients in the laboratory coagulation sector • Engage with clients ensure customer satisfaction and address any concerns promptly • Collaborate closely with internal teams to ensure seamless supply chain operations for laboratory coagulation products • Conduct on-site product demonstrations and training sessions for clients to enhance their understanding and utilization of our offerings • Host compelling sales and educational presentations on coagulation & Stago products • Monitor industry trends, competitor activities, and regulatory changes within the laboratory coagulation space • Prepare and present comprehensive reports on account status, including key performance indicators, customer feedback, and action plans

• Support customers through method verification and correlation studies (precision, accuracy, reportable range) per CLSI standards. • Participate in site readiness assessments, installation coordination, validation planning, and customer implementation meetings. • Deliver on-site, supplemental operator training for users at all competency levels (super users, bench techs, supervisors). • Promote adoption of Stago’s digital training tools to scale learning post-go-live. • Provide subject-matter expertise on hemostasis testing, including workflow design, reflex logic, QC approach, and best-practice utilization of Stago assays. • Support customers in understanding assay principles, performance characteristics, and practical interpretation considerations. • Apply data-driven insights from reagent utilization, QC trends, and error codes to make suggestions for customers. • Provide on-site and remote application support for Stago systems, diagnosing and resolving issues efficiently. • Provide supportive guidance to customers on CAP/CLIA/IQCP documentation and compliance practices. • Partner with internal and customer stakeholders to implement LIS interfaces, flags, and auto-verification rules. • Proactively monitor reagent consumption, QC performance, maintenance patterns, and service interactions

• Customer Relationship Management: Cultivate and manage relationships with existing clients in the laboratory coagulation sector. • Develop a deep understanding of each client's unique needs, challenges, and objectives to upsell Stago offerings into customer base. • Regularly engage with clients through various communication channels (emphasis on face-to-face visits) to ensure customer satisfaction and address any concerns promptly. • Supply Chain Coordination: Collaborate closely with internal teams to ensure seamless supply chain operations for laboratory coagulation products. • On-site support of standing orders, monitor inventory levels, and coordinate timely deliveries to meet customer demands. • Work with logistics and distribution teams to optimize order fulfillment processes and minimize lead times. • Product Expertise and Training: Maintain a comprehensive knowledge of laboratory coagulation products. • Conduct on-site product demonstrations and training sessions for clients to enhance their understanding and utilization of our offerings. • Stay informed about industry advancements and communicate relevant updates to clients, positioning our products as cutting-edge solutions. • Sales Presentations: Host compelling sales and educational presentations on coagulation & Stago products to support upsell activity and expand use across Stago portfolio. • Present break-even calculators to bring specialty testing on-site. • Market Analysis and Strategy: Monitor industry trends, competitor activities, and regulatory changes within the laboratory coagulation space. • Collaborate with the sales and marketing teams to develop strategies for market penetration, customer retention, and product expansion. • Provide valuable insights to internal teams based on client feedback and market observations. • Communication and Issue Resolution: Act as a bridge between clients and the company, ensuring effective communication and prompt resolution of any concerns. • Conduct regular check-ins with clients to assess satisfaction levels and identify opportunities for improvement. • Prepare and present comprehensive reports on account status, including key performance indicators, customer feedback, and action plans. • Professional Development: Attend industry conferences, workshops, and seminars to stay updated on the latest advancements in laboratory coagulation. • Continuously enhance product knowledge and professional skills through ongoing training opportunities. • Investigates and resolves customer challenges to ensure exceptional customer service. • Provide capital equipment leads to Health System Executive colleagues as relevant. • Assists customers with technical inquiries. • Submit weekly and monthly reports as defined by sales management. • Operate within defined budgets and strictly within accordance with Corporate policies and procedures. • Strictly adhere to the policies and procedures within the Stago Code of Conduct and the Sunshine Act. • Responsible for exploring customer needs for Point of Care testing in coagulation at each sales call, • noting in CRM details of current Point of Care testing vendor, and informing the appropriate STAGO Group affiliate of any immediate needs uncovered. • Advances Stago’s Value Proposition with customers across assigned territory. • Manages a database of partners, setting up meetings and facilitating relationships through Stago’s Customer Relationship Management (CRM) system. • Assists with trade shows, symposia, and user groups (may be required to attend).

• Identify and convert new business opportunities within hospitals and IDNs • Conduct competitive prospecting, including face-to-face cold calling at competitive accounts • Deliver capital equipment demonstrations, evaluations, and workflow assessments • Create compelling proposals, ROI analyses, and negotiate profitable, compliant deals • Manage and grow existing accounts through structured engagement and relationship development • Conduct regular in-person visits to maintain customer satisfaction and prevent attrition • Support standing orders at customer sites and ensure optimal inventory management • Collaborate regularly with Sales Admin, Marketing, Logistics, and Distribution teams • Maintain expert-level understanding of Stago instrumentation, reagents, and workflow solutions • Analyze trends, competitor activity, and customer feedback to inform strategic execution • Serve as the primary customer interface for issue identification and triage

• Support customers through method verification and correlation studies • Participate in site readiness assessments, installation coordination, validation planning, and customer implementation meetings • Deliver on-site, supplemental operator training for users • Provide subject-matter expertise on hemostasis testing • Support customers in understanding assay principles and practical interpretation considerations • Guide laboratories on aligning their workflows with industry standards • Provide on-site and remote application support for Stago systems • Monitor reagent consumption and QC performance collaboratively with the Customer Care Team • Foster strong relationships with customers by actively listening and maintaining professionalism throughout all interactions

• Provide on-site and remote technical support for Stago instruments and systems. • Foster strong relationships with customers by actively listening and maintaining professionalism. • Prioritize service requests, manage workload effectively. • Installs instruments at customer's facility and performs preventive maintenance. • Provide on-site training for end users and laboratory personnel. • Collaborate with internal teams to improve service strategies.

• Own the end-to-end customer experience across the Clinical Applications organization, including clinical applications, training, digital support, implementation, validation, troubleshooting, workflow optimization, and ongoing customer enablement • Ensure consistent delivery of high-quality customer implementations, validations, training programs, technical support, and workflow improvement initiatives • Personally engage in high-impact customer escalations, VIP account support, strategic partnerships, and complex customer-facing situations requiring senior leadership involvement • Drive a customer-first culture where every action, decision, and process is designed to improve customer confidence, satisfaction, retention, and long-term success • Lead, develop, and inspire a high-performing, multi-level team across Applications, Training, and Digital functions • Build an environment where regional escalations align with a clear national escalation framework • Define and enforce structured escalation triggers, ownership expectations, communication standards, resolution timelines, and closure requirements • Collaborate with all applicable teams to continuously evolve validation templates, SOPs, technical training programs, and customer-facing tools • Create a continuous improvement operating rhythm that connects field insights, escalation trends, customer feedback, product opportunities, training needs, and process improvements.

• Designs and writes detailed training materials • Designs and writes investigational clinical trial research protocols detailing study procedures, hypotheses, and aims • Assesses design constraints at an early stage of the project for presentation to management • Stays current with product capabilities and industry to advise the organization regarding important scientific developments • Interacts with groups to ensure Stago is at the forefront of the market's evolution • Collaborates on development of study protocols, data collection tools, lab manuals, case reports, and databases with French counterparts • Leads field evaluations for potential study sites • Communicate and train NCRA’s on the protocol and supports the NCRA with the execution of the study to all external stakeholders • Keeps current with FDA and CLSI regulations that impact coagulation and hematology • Responsible for the development of study related documents • Assist in the development and monitoring of the study budget and study cadence • Responsible for review and statistical analysis of the data

• Own end-to-end lifecycle management for assigned Stago solutions (launch, growth, optimization, and sunset) • Define and execute portfolio strategy aligned to corporate growth objectives • Manage the 4 Ps (Product, Price, Place, Promotion) within a solutions-based framework • Identify opportunities and develop business cases for portfolio expansion or enhancement • Continuously assess portfolio performance and adjust strategy based on market dynamics • Develop deep understanding of customer workflows and pain points, clinical and operational drivers, market trends, reimbursement landscape and competitive positioning • Build and maintain a robust competitive intelligence framework to inform strategy • Lead development and execution of go-to-market strategies for new and existing solutions • Deliver comprehensive launch plans including forecasting and demand planning, sales enablement tools and training, customer-facing messaging and value narratives. • Act as the central leader across Sales, Clinical Applications, Service & Support, Digital/IT, Supply Chain, Global Marketing • Define and articulate the clinical, operational, and economic value of Stago solutions • Support development of clinical evidence, white papers and publications and customer case studies • Engage key opinion leaders (KOLs) and strategic customers to validate and strengthen positioning • Own revenue and volume forecasting for assigned portfolio • Monitor key performance indicators such as market share, adoption rates, customer retention, profitability • Manage budgets and ensure execution within financial targets