Job Summary: Nova Biomedical is looking for a Field Support Specialist to be based in the Rensselaer, NY area. Nova Biomedical is a world leader in the development and manufacturing of state-of-the-art, whole blood, point-of-care and critical care analyzers, and is one of the fastest growing in vitro diagnostic companies in the world. For over 40 years, Nova continues to grow as a privately held company.
Responsibilities: - Responsible for overall onsite customer satisfaction with Nova Biomedical products in assigned geographical territory.
- Provides both reactive and proactive consultative support to customers and is responsible for managing all field support requirements within assigned customer territory.
- Exercises independent judgement to manage all local customer support requirements within assigned territory.
- Drives key performance indicators (KPI's) locally to ensure a high level of customer satisfaction including On-site Response Time, On-time PM's, Second Days, Revisits, and Primary Representative Utilization.
- Responsible for making independent, daily business decisions on customer call prioritization, local calendar scheduling, inventory management, unscheduled customer satisfaction (Ambassador) calls, and for determining appropriate length and duration of onsite customer activities.
- Performs on-site new product installations, corrective maintenance, preventive maintenance and associated customer training with laboratory staff at all levels including laboratory management.
- Responsible for properly completing and returning service documentation and regulatory paperwork (electronic and hard copy) to satisfy U.S. FDA requirements.
- Performs clinical and biotechnology application activities such as IQOQ, correlation, linearity, and precision to assist customers with instrument validation requirements to satisfy local accreditation requirements.
- 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.
- Exercises 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.).
Experience Requirements: - Clinical lab knowledge and/or experience is ideal for this position.
- A BS in Chemistry/Biochemistry Bioengineering, Biomedical Engineering or Life Sciences degree or Medical Technologist, Nursing, or Respiratory Therapy degree and/or Electronics background is preferred.
- Requires above average verbal communication skills, above average teaching skills and above average interpersonal skills.
- Minimum of 1-3+ years diagnostics industry related experience.
- Requires an individual who is willing to travel both within and outside their assigned territory, averaging 4-5 overnight stays per month and approximately 25% travel time.
- Ability to work independently with little daily supervision.
- Since this position will have access to sensitive information/documentation (HIPPA, 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.
Physical Requirements and Working Conditions: - 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, 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).
Why Work for Nova Biomedical - 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
Work Location: Field Support based in Rensselaer, NY
Targeted Salary Range: $85,000 to $90,000 annually
Nova Biomedical believes in transparency and integrity throughout all we do, including compensation. The provided salary range for this role represents the expected base salary or hourly rate for this opening. Actual compensation will be commensurate with the candidate's experience and may vary based on individual factors such as location, skills, and education.
