Field Support Specialist

2 weeks ago

Philadelphia, United States MassMEDIC Full time

**Field Support Specialist**

**Field Support Specialist**

By 2/28/2022 **Philadelphia, PA**

Nova Biomedical is looking for a Field Support Specialist to be based in the Philadelphia, PA 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.

* 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 (KPIs) locally to ensure a high level of customer satisfaction including

* On-site Response Time, On-time PMs, Second Days, Recalls 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 (IQ/OQ) such as correlation, linearity, and precision to assist customers with instrument validation requirements to satisfy local accreditation requirements.

Other Essential Responsibilities and Accountabilities:

* Responsible for maintaining acceptable productivity levels, customer satisfaction levels, KPIs 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).

* Competencies and Qualifications

* 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 a person who will travel within or outside the assigned territory, at least three overnights a week.

* 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 drivers 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.

Nova Biomedical, international and privately held company, is a world leader and innovator in biosensor technology. We are the largest privately owned in vitro diagnostics (IVD) company in the U.S., and the third in the world, with over 1,200 employees.

Highlights of benefits offered to Nova Biomedical employees include Blue Cross Blue Shield medical plan, tuition reimbursement, matching 401K, delicious and company subsidized cafeteria and an innovative scholarship program for children of employees.

**Apply via email to kpapa@novabio.com**

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