Field Support Specialist - Rensselaer, NY

Nova Biomedical•Rensselaer, NY

About The Position

Nova Biomedical is seeking a Field Support Specialist based in the Rensselaer, New York area. The role is responsible for customer satisfaction and consultative product support across an assigned territory, independently managing local customer service needs and field activities. The specialist installs and maintains Nova products, trains laboratory staff, completes required service and regulatory documentation, and supports instrument validation. The position involves approximately 25% travel, including an average of 4–5 overnight stays per month, and requires independent judgment, sound discretion, and attention to customer service and business expenses.

Requirements

At least 1–3+ years of diagnostics industry-related experience.
Above-average verbal communication, teaching, and interpersonal skills.
Ability to work independently with little daily supervision.
Willingness to travel within and outside the assigned territory, averaging 4–5 overnight stays per month and approximately 25% travel time.
Ability to exercise mature, professional judgment and discretion when handling sensitive information and documentation, including HIPAA information and corporate intellectual property.
Valid driver’s license in the home state and a good driving record.
A nationally accepted credit card with an acceptable credit limit for job-related expenses.
Willingness to travel as required using air and ground transportation.
Ability to safely operate a motor vehicle as needed for job responsibilities.
Ability to store and transport materials, samples, or demonstration equipment weighing up to approximately 25 pounds.
Comfort standing and engaging with customers for extended periods.
Ability to adapt to different work environments, including customer sites, laboratories, and offices.

Nice To Haves

Clinical laboratory knowledge and/or experience.
A bachelor’s degree in Chemistry, Biochemistry, Bioengineering, Biomedical Engineering, or Life Sciences; a degree as a Medical Technologist, Nursing, or Respiratory Therapy; and/or an electronics background.

Responsibilities

Manage overall onsite customer satisfaction with Nova Biomedical products in the assigned geographical territory.
Provide reactive and proactive consultative support and manage field support requirements for customers in the territory.
Independently manage local customer support needs and make daily decisions about call prioritization, scheduling, inventory, customer satisfaction calls, and onsite activity duration.
Drive local performance indicators, including onsite response time, on-time preventive maintenance, second-day visits, revisits, and primary representative utilization.
Perform onsite product installations, corrective maintenance, preventive maintenance, and customer training for laboratory staff and management.
Complete and return service documentation and regulatory paperwork, including electronic and hard-copy records, to satisfy U.S. FDA requirements.
Perform clinical and biotechnology application activities, including IQOQ, correlation, linearity, and precision, to support customer instrument validation and accreditation requirements.
Maintain productivity, customer satisfaction, KPI, and peer-comparison expectations set by the local Regional Support Manager.
Attend and assist with trade shows, customer seminars, and similar marketing events as needed.
Maintain service-level agreements, bill customers appropriately for services and parts, and review customer spares inventory to support product uptime.
Identify sales opportunities through customer interactions and forward sales leads to the Nova Sales department.
Control expenses through sound inventory management and responsible use of company property, including a company car, inventory, and credit card.
Use the Nova Travel Office and maintain appropriate home-office space for Nova assets.