Ideal candidates will be located in the Columbus or Cleveland, Ohio areas.Essential Duties & Responsibilities:Implementation & Validation
• 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.
• Perform lot conversions and reagent changeovers per contract commitments, both on-site and remote, leveraging middleware accreditation tools wherever possible.
Training & Change Enablement
• 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.
• Deliver on-site or remote product trainings or learning opportunities such as Lunch & Learns independently or in collaboration with cross-functional teams to help customers understand testing best practices, guideline changes, patient care benefits of test expansion opportunities, product functionality, etc.
Clinical & Workflow Expertise
• Provide subject-matter expertise on hemostasis testing, including workflow design, reflex logic, QC approach, and best-practice utilization of Stago assays (PT/INR, aPTT, Anti-Xa, D-Dimer, fibrinogen, Lupus Anticoagulants, and other specialty assays).
• Support customers in understanding assay principles, performance characteristics, and practical interpretation considerations as an applications ? resource, not as a substitute for the medical judgment of the laboratory's medical director or pathologist.
• Guide laboratories on aligning their workflows with industry standards and Stago best practices while respecting each institution's established medical governance and clinical decision authority.
• Apply data-driven insights from reagent utilization, QC trends, and error codes to make suggestions for customers to improve their performance or workflow.
Troubleshooting
• Support & Troubleshooting: Provide on-site and remote application support for Stago systems, diagnosing and resolving issues efficiently to minimize downtime or testing disruptions.
• Timely Response & Resolution: Prioritize service requests, manage workload effectively, and ensure that customer concerns are addressed promptly and thoroughly.
• Continuous Follow-Through: Provide ongoing updates and consistent communication with customers and manager until full resolution of their issues, ensuring they feel supported throughout the process.
• Escalate all open or reoccurring issues in a timely manner for prompt resolution.
Regulatory & Quality Assurance
• Provide supportive guidance to customers on CAP/CLIA/IQCP documentation and compliance practices.
• Continuously monitor changes in industry guidelines (e.g., CAP checklist updates, CLIA revisions, CLSI guideline updates, ISTH guidelines) and proactively incorporate these into training, verification templates, and customer guidance in collaboration with the Training department and Scientific Affairs.
• Communicate relevant compliance updates to customers in a clear, actionable way to help them stay inspection-ready and aligned with best practices.
• Provide customers only the most current CLSI-based SOPs as developed by the organization.
• Follow all internal SOPs
Connectivity & Middleware Integration
• Partner with internal and customer stakeholders to implement LIS interfaces, flags, and auto-verification rules.
• Support rule performance and minimize TAT, reruns, and manual interventions.
• Actively use and promote Stago digital tools and middleware solutions for accreditation, automation, and data integrity.
Customer Success & Commercial Partnership
• Monitor reagent consumption, QC performance, maintenance patterns, and service interactions collaboratively with your Customer Care Team to proactively identify improvement opportunities and prevent issues before they escalate.
• Proactively visit customers to ensure they are operating in alignment with Stago best practices, following proper workflows, and using products according to Stago requirements. Provide supportive coaching, refresher training, and corrective guidance to elevate performance and reduce avoidable errors.
• Support sales business reviews as requested to support a comprehensive overview of the business and actionable plans to enhance customer utilization and satisfaction.
• Support Sales and Marketing in pre-sale demos, workshops, and reference site visits, ensuring technical alignment and clinical credibility.
• Capture nuanced customer feedback (workflow challenges, assay needs, vial size preferences) to inform future product design and launches.
• Customer-Centric Service: Foster strong relationships with customers by actively listening, clearly communicating, and maintaining professionalism throughout all interactions.
• Collaboration & Reporting: Work closely with internal teams, including field service, sales, the hotline, and product management, to share insights and improve service strategies.
Maintain CRM data so it is current, contacts should be reviewed each time you go into the account. Any changes to account name, address or instrumentation you must complete the proper paperwork and submit to Sales Admin.
Drive high level customer satisfaction through the successful completion of customer-facing duties and responsibilities.
Foster teamwork by supporting all necessary Stago departments in the goal of improving internal cooperation and customer satisfaction.
Furnishes leads to the Sales Team based upon technical calls and interactions with existing client base to expand current testing menu or upgrade instruments.
Special projects/tasks as assigned by Manager or Director.
Education and/or Experience:- Bachelor's degree in related field from four-year college or university or equivalent required.
- MT(ASCP) Certification or equivalent strongly preferred.
- Minimum of 3 years experience as a medical technologist with coag exposure; prefer experience with Stago products or 3 years in an IVD applications specialist role.
- Current driver's license is mandatory. Passport preferred.
- More than 80% travel based on territory and company needs, including overnight stays and air travel, sometimes on short notice.
- Strong understanding of QC/Westgard rules, CLSI validation protocols, IQCP, and regulatory requirements.
- Familiar with the Microsoft Windows Office Suite Applications, especially Excel.
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, as determined by customer requirements.
