Regional Field Support Manager - Canada

Essential Duties & Responsibilities:

Team Leadership & Mentorship: Provide close guidance, coaching, and development to direct reports through both in-person and remote interactions to enhance performance and professional growth.

Customer Satisfaction & Service Excellence: Ensure a customer-centric approach by monitoring the timely and appropriate closure of curative service calls and maintaining high levels of communication with both customers and internal teams.

Manages day-to-day activities of the FSE group to include: prioritizing, scheduling, special projects, etc. Drive departmental KPIs and Goals to include PM, TB and Installation completion.

Continuous Improvement & Efficiency: Identify opportunities for process enhancements and implement solutions to drive operational efficiency and service excellence.

Training & Development: Support ongoing training initiatives to ensure Field Service Engineers remain proficient in troubleshooting, new technologies, and company protocols.

Escalation Management: Oversee and manage the escalation process for advanced troubleshooting, ensuring swift and effective resolutions while maintaining clear communication with both the customer and internal teams.

Cross-Functional Collaboration: Work closely with Quality, Hotline, Sales, Technical Support, and Marketing departments to ensure service excellence, knowledge sharing, and continuous improvement in customer support strategies.

Data Analysis & Actionable Insights: Regularly review service data to identify trends, root causes, and opportunities for improvement, implementing strategic actions to enhance efficiency and performance.

Completes, maintains, monitors, and processes all Regional required paperwork and records to comply with SOPs, including CAPA, IMS, QE, ISO, and other quality and compliance procedures within required deadlines. Ensure direct reports maintain100% compliance to all Stago SOPs and policies.

Financial performance: Owns revenue and expense performance and budget control for assigned Region

Onsite support including VIP presentations, Business Reviews, Trade Shows, Escalations and FSE field visits

Ensure staff is trained and focused to drive customer satisfaction. Plan strategies to drive customer satisfaction at a Regional level.

Maintain positive morale within Regional team.

Other projects and tasks as assigned by Senior Management

Education and/or Experience:

• Bachelor’s degree in a related field required.


• 5+ years direct customer interface with 3 years management experience required, or 3 years Stago experience required.


• Current driver's license and passport required.


• Fluency in French is preferred.


• Up to 80% overnight travel may be required. Travel may occur with short notice. Ability to travel by common air carrier or rental car as needed. International travel is required including periodic travel to the Corporate Office in Parsippany, NJ.

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 COVID-19, absent a legally required accommodation under applicable provincial human rights legislation. Our vaccination policy is in accordance with our duty as an employer under applicable provincial workplace occupational health and safety legislation and further to public health directives.

All qualified applicants will receive consideration for employment without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability, or any other legally recognized characteristic protected under applicable federal, provincial, or local laws. ("Protected Grounds")