Director, NA Field Service

Nova Biomedical Corporation • Norwood, MA

14h • Hybrid

About The Position

Nova Biomedical is a growing market leader in in vitro diagnostic, biotechnology, clinical, and food & beverage equipment, reagents & consumables. The company is driven by customer-centric innovation and comprehensive support, with customers in over 90 countries. Nova Biomedical is expanding its position as a leading Global Life Science company by realizing the full potential of its people, products, and culture. The company focuses on organic and inorganic growth while contributing responsibly to the sustainability of the environment, society, and future generations. The Global Service organization is responsible for the ongoing support and nurturing of the company's rapidly growing, global customer base. This multi-disciplined team ensures each customer achieves their desired outcome and experience with Nova Biomedical's products. The Director, Field Service is a key member of the leadership team, responsible for efficiently delivering highly professional in-person customer engagement, rapidly resolving customer issues, and driving comprehensive service excellence. This position interacts directly with key accounts and manages team members to maximize quality, customer satisfaction, and commercial growth in alignment with Nova Biomedical's overall business plan.

Requirements

• BA/BS Degree and/or 7+ years in service or commercial management, or relevant experience.
• Experience in regulated industries such as Medical Devices or other Good Manufacturing Practices (GMP) industry such as biologics or drugs, including ISO 13485 requirements.
• Understanding of data compliance issues such as 21 CFR part 11.
• Excellent organizational skills with a commitment to meeting deadlines while ensuring overall quality of work.
• Demonstrated ability to build effective business relationships across business, with capacity to handle confidential information.
• Held a leadership role within an established global services organization.
• A proven track record of operational excellence (KPIs, productivity tracking, process improvement, etc.).
• Excellent technical, problem-solving, and analytical abilities; strong decision-making capabilities.
• A high degree of flexibility, possessing strong leadership and interpersonal communication skills; ability to manage multiple priorities.
• Knowledge and experience with Service Management tools.
• Recruited, mentored, and led teams in a high-growth company.
• Ability to travel to customer sites and remote offices globally.
• Willingness to travel as required (including air and ground transportation).
• Valid driver's license and ability to safely operate a motor vehicle as needed for job responsibilities.
• Able to store and transport materials, samples, or demonstration equipment (up to ~25 pounds).
• Comfort with standing and engaging with customers for extended periods.
• Ability to adapt to varying work environments (e.g., customer sites, laboratories, offices).

Responsibilities

• Maintain a positive, high-performance environment that fosters extraordinary customer satisfaction, enhanced morale, and individual employee development through team building, coaching, training, feedback/reviews, and goal setting.
• Oversee on-location delivery of a wide variety of services for biotech & clinical customers, including installations, validations, maintenance visits, emergency repairs, equipment moves, and customer training.
• Deliver recurring customer communication cadence to ensure any customer issues are identified and resolved, and to ensure ongoing customer growth.
• Manage service schedules to maximize productivity and efficiency while meeting customer expectations.
• Document all field activity to provide intelligence to internal stakeholders and meet customer requirements.
• Utilize Product Specialists and other key personnel to resolve more challenging customer issues.
• Establish pricing, in conjunction with marketing and product management, representative of the value being delivered.
• Deliver wide-ranging customer education programs to ensure safe use of Nova equipment.
• Minimize organizational costs through efficient and effective T&E deployment.
• Ensure customer escalations are monitored and addressed where appropriate.
• Lead system, process, and team integrations as new businesses are acquired and onboarded.

Benefits

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program
• Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement, and events
• Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
• Company subsidized cafeteria in our Waltham, MA office

What This Job Offers

• Job Type: Full-time
• Career Level: Director