Stago

• 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

• Craft a seamless and efficient end-to-end installation, configuration, and implementation process for Stago middleware solutions • Validate and troubleshoot ASTM/HL7, message integrity, interface mapping, and data flows • Serve as second-level support to field teams if troubleshooting is required • Collaborate with customer IT teams on network configuration, firewalls, permissions, virtualization, and database connections • Analyze data to identify if field employees are effectively using installation SOP or require repeat visits/second-level support often • Serve as project manager for Coag.One/st|hemE Manager implementations • Author, test, refine, and validate expert rules that support hemostasis workflows • Maintain a rule template library and ensure standardization across teams • Monitor performance of deployed rules and continuously optimize speed, ease of installation, and stability • Create best-practice frameworks for fast, repeatable rule deployment that outperform LIS-native rule engines • Serve as the national Tier-2 escalation point for all middleware/connectivity issues • Lead root cause analysis on digital failures (connectivity, message rejection, rule misfires, server/database issues) • Work with st|hemE support, Hotline, Quality, and Marketing on troubleshooting and support efforts • Track all ongoing troubleshooting, interim workarounds, and permanent fixes in alignment with quality standards • Train and empower frontline teams to handle Tier-1 support effectively, reducing unnecessary escalations • Own the digital/middleware workstream in pre-install planning, go-live, and post-go-live stabilization • Provide project milestones, dependencies, risk mitigation, and readiness assessments • Collaborate seamlessly with Clinical Applications on workflow integration, Service Engineering on instrument–digital interaction, Sales on pre-sale digital demos or evaluations, Product Management & HQ Digital Teams on feature needs, and Training to embed digital in all Stago education • Partner with the SNA CSIRT team on completion of cybersecurity forms, risk assessments, architecture documents, and mitigation plans • Assist customers in understanding digital security controls, deployment requirements, and industry best practices • Participate in cybersecurity investigations impacting digital platforms