Field Support Specialist

Nova Biomedical Corporation • Waltham, MA

18h • Remote

About The Position

Nova Biomedical is seeking a Field Support Specialist to manage on-site customer support within an assigned geographic territory. This field-based role is responsible for ensuring overall customer satisfaction with Nova Biomedical products by providing proactive and reactive technical support, product installations, corrective maintenance, preventive maintenance, customer training, and application support. The Field Support Specialist will independently manage customer priorities, local scheduling, service inventory, and on-site activities while driving key performance indicators such as response time, on-time preventive maintenance, service quality, recall completion, and customer satisfaction. This position will work directly with laboratory personnel and management to resolve technical issues, maximize product uptime, and support instrument validation activities. The Field Support Specialist will also maintain complete service and regulatory documentation in accordance with applicable requirements.

Requirements

• Minimum of an Associate’s degree in a technical field and/or 2-3 years of technical, customer-facing troubleshooting experience.
• Clinical and/or Biotechnology laboratory knowledge and/or experience is required for this position.
• Requires above average verbal communication skills, above average teaching skills and above average interpersonal skills.
• Requires a person who will travel within or outside the assigned territory.
• Ability to work independently with little daily supervision.
• Since this position will have access to sensitive information/documentation (HIPAA, Corporate Intellectual Property) from the manufacturer, individuals must possess a mature and professional ability to use proper judgment and discretion with this information when interacting with customers and other professionals.
• Requires a driver’s license in home state and a good driving record; and a nationally accepted credit card with an acceptable credit limit for use during job responsibilities.

Nice To Haves

• A Medical Technologist, Nursing, or Respiratory Therapy degree and/or Electronics background is required

Responsibilities

• Responsible for maintaining acceptable productivity levels, customer satisfaction levels, KPI's and other peer comparisons as determined to be appropriate by the local Regional Support Manager.
• May require attendance and assistance at trade shows, customer seminars and similar marketing events.
• Responsible for maintaining service level agreements, properly billing customers for service performed and parts used, and reviewing onsite customer spares inventory of Nova products that are used with their instruments (e.g. Nova controls) to ensure maximum product uptime.
• Responsible for identifying new sales opportunities through day-to-day customer interaction and for forwarding sales leads to the Nova Sales department.
• Exercise good fiscal awareness to control expenses through proper inventory management, exercises good judgment with all Nova property (i.e.: company car, inventory, credit card) with strong attention to cost in normal duties of the position.
• Proper use of the Nova Travel Office.
• Maintains proper home office space for Nova assets (computer, inventory, etc.).

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: Mid Level
• Education Level: Associate degree