Field Support Specialist

Nova Biomedical: One Global Brand. One Vision. Together under one name. Advanced Instruments and Nova Biomedical are now united under one brand, Nova Biomedical, marking a major milestone in our journey to deliver greater value to our customers. By combining our strengths, we're accelerating innovation, supporting critical workflows, and delivering world-class service across the biopharmaceutical and clinical markets. About the company At Nova Biomedical, we’re not just building instruments, we’re powering breakthroughs that improve lives. Our smart, science-driven solutions are trusted in over 100 countries to speed drug development and enhance patient care. Our integration brings together more than 70 years of scientific excellence with Nova’s cutting-edge innovation, forming a powerhouse of precision, purpose, and possibility. With FDA-registered, ISO-certified manufacturing, more than 125 FDA approvals, and industry-trusted diagnostics, we’re setting new standards in quality and reliability. Nova Biomedical is proud to be a global leader in osmolality testing and biotechnology and in vitro diagnostic (IVD) instrumentation, dedicated to advancing patient care and scientific discovery with a legacy that continues to shape the future of life sciences. With headquarters in Norwood and Waltham, Massachusetts, and a global team of nearly 2,000 employees, we’re building a collaborative, empowered culture grounded in shared values: Customer Centricity, Ingenuity, Ownership & Accountability, Collaboration, and Integrity. Working at Nova Biomedical means joining a mission-driven organization where your contributions matter. Whether you're in engineering, science, manufacturing, or support, you’ll be part of a team that values innovation, invests in your growth, and is committed to making a real-world impact on global health. Explore what’s next with us at novabiomedical.com or aicompanies.com About the role 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 judgment 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, 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. If you’re passionate about field support and want to be part of a team that is shaping the future of life sciences, we’d love to hear from you, apply today What you’ll do 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.). What we are looking for in you 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. A Medical Technologist, Nursing, or Respiratory Therapy degree and/or Electronics background is required Minimum of 1-3 years diagnostics industry related experience. Physical Requirements for this role include: The ability to travel by car or airplane for prolonged periods. The ability to work in a standing or sitting position for prolonged periods. The ability to lift up to 50 lbs. The full list of physical requirements for this role is available upon request. 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 (job specific) Professional development, engagement and events Company marketplace for lunch and snacks (location specific) Company subsidized cafeteria (Waltham) Work Location: Remote in the Syracuse, NY area Schedule/Hours: Monday to Friday, General business hours Targeted Salary Range: $80k - $90k 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. EEO Statement: Nova Biomedical takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Nova Biomedical will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class. Privacy policy https://advancedinstruments.showpad.com/share/DmsEd5QTLlqemTYABlvDW