Clinical Support Manager

Who we are:
Response Biomedical Corp. has been transforming acute care diagnostic testing, with the central focus on improving patient outcomes and healthcare reform for over 20 years. Response Biomedical fosters a values-based culture, committed to making diversity and inclusion our way of doing business. We believe the people we work with including our partners, medical teams, and employees are the cornerstone of our success.

What we do:
Our RAMP platform is a global leader in diagnostic testing solutions for use in cardiovascular, infectious disease, sepsis, women’s health, arbovirus, and biodefense. We understand the stresses associated with rapid, accurate diagnosis when every minute counts, and are committed to collaborating with the teams that are dedicated to saving lives. We do this by providing lab-quality results within minutes that medical teams can trust, while reducing total cost of care.

Who we are looking for?

We are seeking for a dynamic Clinical Support Manager who is self-motivated and enjoys working in a fast paced environment. This position is responsible for managing technical support and clinical training and onboarding of our customers and distributors which include overseeing clinical evaluations and marketing studies and supporting Sales & Marketing through demos, presentations, validation and installation support, for the purpose of improving patient outcomes and saving lives globally.

Key Responsibilities:

- Customer Complaint Handling_
- Oversees the Customer Support function including CCRs, CIRs, RGAs and resolution of complaints within a timely manner. Develops processes and metrics to monitor Customer Support functions
- Oversees the 24/7 on-call service and ensures that response times meet operational targets
- Coordinates internally with other departments on investigations and corrective actions and manages roll out of customer notifications
- Analyses data from customer complaints and make recommendations for short term/long term resolution
- Product Training & Onboarding_
- Manages the online training program and other educational initiatives for our partners and end users
- Manages onboarding of new customers and validation of new installations
- Ensures that new and existing distributors are effectively supported. Develops relationships with external technical/product specialists and maintains ongoing communication with key distributor contacts
- Clinical Support_
- Supports the clinical strategy for RAMP products including validations, method comparisons and precision studies in a variety of settings
- Provides on site support on clinical trials, marketing evaluations and studies
- Performs data analysis and writes reports for our clinical partners, supporting submissions and publications
- Acts as a consultant to the Sales managers on new scientific discoveries and technical specifics related to the product and its clinical and diagnostic utility
- Clinical Education_
- Provide pre-sale support including assisting in generating marketing materials, bulletins and professional level presentations.
- Develops training modules, webinars and white papers
- Develops training tools (videos/brochures/tech bulletins) aimed at improving the customer experience and simplifying the flow of information to our internal and external clients.
- Leadership/ Supervision_
- Direct supervision of technical specialists/product specialists including performance management, setting priorities and effective staffing and training
- Operates independently to improve team performance and maximize productivity

Education, Work Experience, Knowledge, and Skills:

- Formal Education_
- Minimum requirements: Bachelor’s Degree (eg: Science, Business or Marketing) or Medical Laboratory Technologist plus 10 yrs relevant work, or relevant Master’s Degree or PhD plus 5 yrs experience
- _Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Project)._
- Work Experience_
- Minimum of 5 or more years experience in nursing, biotech, pharmaceutical or similar industry. Motivated and creative team player.
- Previous management experience is an asset

Skills & Knowledge
- Excellent customer service skills: interpersonal, organizational and communication skills.
Strong problem identification and objection resolution skills.
- Able to build and maintain lasting relationships with customers.
- Exceptional presentation skills.
- Must have the ability to work in a fast-paced, dynamic environment.
- Strong work ethic and positive dynamic team attitude.
- Ability to interact and influence colleagues, management team and customers.
- Travel is required and will vary - anticipated amount not to exceed 40%.
- We regret that relocation will not be provided._
- We're committed to a diverse and inclusive workplace. We welcome applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All employment decisions are based