Director, NA Field Service

Nova Biomedical (Nova) is a growing market leader in in vitro diagnostic, biotechnology, clinical, and food & beverage equipment, reagents, and consumables. We are a customer-centric company with blue-chip customers across 90+ countries, focused on innovation, organic and inorganic growth, and sustainability. The Global Service organization supports our rapidly growing customer base, ensuring each achieves their desired outcomes with our products.

About the role

The Director, Field Service is a key leadership role responsible for delivering professional in-person customer engagement, resolving issues, and driving service excellence. This position manages team members to maximize quality, customer satisfaction, and commercial growth while interacting directly with key accounts.

Responsibilities

• Leadership: Foster a high-performance environment through team building, coaching, training, feedback, and goal setting to enhance morale and customer satisfaction.
• Customer Events: Oversee on-location services for biotech and clinical customers, including installations, validations, maintenance, emergency repairs, equipment moves, and training.
• Post-Sale Customer Monitoring: Maintain a recurring communication cadence to identify and resolve customer issues, ensuring ongoing growth.
• Scheduling: Manage service schedules to maximize productivity and meet customer expectations.
• Documentation: Record all field activity to provide intelligence to internal stakeholders and meet customer requirements.
• Escalation Management: Utilize Product Specialists and other key personnel to resolve complex customer issues.
• Pricing: Establish pricing in conjunction with marketing and product management to reflect the value delivered.
• Customer Education & Training: Deliver comprehensive customer education programs to ensure safe equipment use.
• Administer Travel & Expense Programs: Minimize costs through efficient and effective deployment of travel and expenses.
• Customer Engagement: Monitor and address customer escalations as appropriate.
• Integrations: Lead system, process, and team integrations as new businesses are acquired and onboarded.

Requirements

• BA/BS Degree and/or 7+ years in service or commercial management, or relevant experience.
• Experience in regulated industries such as Medical Devices or GMP industries (e.g., biologics or drugs), including ISO 13485 and 21 CFR Part 11 compliance.
• Excellent organizational skills with a commitment to meeting deadlines and ensuring quality.
• Demonstrated ability to build effective business relationships and handle confidential information.
• Leadership experience within an established global services organization.
• Proven track record of operational excellence (KPIs, productivity tracking, process improvement).
• Strong technical, problem-solving, and analytical abilities with decisive decision-making skills.
• High degree of flexibility, leadership, and interpersonal communication skills; ability to manage multiple priorities.
• Experience with Service Management tools.
• Proven ability to recruit, mentor, and lead teams in a high-growth company.
• Willingness and ability to travel globally to customer sites and remote offices.

Physical Requirements and Working Conditions

• Willingness to travel as required (air and ground transportation).
• Valid driver’s license and ability to safely operate a motor vehicle.
• Ability to store and 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).

Benefits

• Flexible medical, dental, and 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 Norwood, MA; Billerica, MA; and Westbrook, ME offices.
• Company-subsidized cafeteria in Waltham, MA office.

Pay

Targeted salary range: $175,000 to $200,000.

About the Company

Nova Biomedical is a global leader in osmolality testing, biotechnology, and in vitro diagnostic (IVD) instrumentation. With over 70 years of scientific excellence, we deliver smart, science-driven solutions trusted in over 100 countries to speed drug development and enhance patient care. Our integration combines precision, innovation, and a commitment to sustainability. Headquartered in Norwood and Waltham, Massachusetts, we employ nearly 2,000 people worldwide and foster a collaborative, mission-driven culture grounded in customer centricity, ingenuity, ownership, collaboration, and integrity.