Field Support Specialist

Job Summary

Responsible for overall onsite customer satisfaction with Nova Biomedical products within an assigned geographical territory. Provides both reactive and proactive consultative support while independently managing all field support requirements, ensuring high service performance and customer experience.

Responsibilities

• Provide onsite customer support including new product installations, corrective maintenance, preventive maintenance, and customer training for laboratory staff
• Manage all field support requirements within assigned territory, including scheduling, prioritization of customer calls, and inventory management
• Drive key performance indicators including response time, on-time preventative maintenance, recalls, and overall customer satisfaction
• Complete and return service documentation and regulatory paperwork in accordance with U.S. FDA requirements
• Perform laboratory application activities such as validation support including correlation, linearity, and precision studies
• Maintain service level agreements and ensure accurate billing for services and parts
• Identify sales opportunities through customer interactions and communicate leads to the sales team
• Manage company resources responsibly including company vehicle, tools, and travel expenses
• Participate in trade shows, seminars, and customer-facing events as needed
• Maintain regular communication with regional dispatchers, management, and customers to ensure service follow-through and satisfaction

Experience Requirements

• Clinical and/or biotechnology laboratory knowledge or experience required
• Minimum of 1–3 years of diagnostics industry-related experience
• Strong communication, interpersonal, and teaching skills
• Able to work independently with minimal supervision
• Must be able to travel within assigned territory
• Valid driver’s license and acceptable driving record required

Physical Requirements and Working Conditions

• Ability to travel by car or airplane for extended periods
• Ability to stand or sit for prolonged periods
• Ability to lift up to 50 pounds
• Ability to work in both laboratory and customer environments

About The Company

Nova Biomedical is 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.