Service Operations Administrator

Service Administrator

The Service Administrator plays a critical role in supporting the day-to-day operations of the Service organization by providing administrative, operational, and customer support across multiple functions. This position is responsible for coordinating service scheduling, generating service quotes, and maintaining accurate data within the CRM system to ensure efficient service delivery and high-quality customer experiences.

The role provides direct support to Field Service Engineers and Technical Support teams, helping to streamline communication, improve response times, and ensure seamless execution of service activities. In addition, the Service Administrator manages credentialing requirements for field personnel to ensure compliance with customer site access protocols.

This individual will also monitor customer feedback and survey results to identify trends and escalate issues as appropriate, while supporting lead triage processes to ensure timely follow-up and proper routing within the sales and service organization. The role may also assist with contract administration activities, including documentation, tracking, and coordination of service agreements.

The ideal candidate is highly organized, detail-oriented, and capable of managing multiple priorities while maintaining a strong focus on customer service and operational excellence.

Responsibilities:

• Coordinate and schedule service events, ensuring optimal utilization of field service resources and timely customer support
• Generate and manage service quotes in alignment with established pricing and service offerings
• Perform data entry, maintenance, and cleanup activities within the CRM system to ensure data accuracy and integrity
• Provide administrative and operational support to Field Service Engineers and Technical Support teams
• Manage and track credentialing requirements for field personnel to ensure compliance with customer site access policies
• Monitor customer feedback surveys and escalate trends, issues, or opportunities for improvement
• Triage incoming leads, ensuring proper routing, tracking, and follow-up within the sales and service organization
• Support contract administration activities, including documentation, tracking, and coordination of service agreements
• Assist in maintaining service-related documentation, processes, and system records
• Collaborate cross-functionally with Sales, Service, and Operations teams to ensure seamless execution of service activities

Experience Requirements:

• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment
• High attention to detail with a focus on data accuracy and process adherence
• Excellent communication and interpersonal skills with the ability to work cross-functionally
• Customer-focused mindset with a commitment to delivering high-quality service support
• Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office tools (Excel, Outlook, Teams)
• Ability to analyze information, identify trends (e.g., survey feedback or data issues), and escalate when needed
• Strong problem-solving skills with the ability to work independently and proactively
• Experience supporting field service, technical support, or operational teams is preferred
• Physical Requirements for this role include:
• Primarily office-based position requiring extended periods of sitting and working on a computer
• Frequent use of standard office equipment, including computer, phone, and keyboard
• Ability to communicate effectively via phone, video conferencing, and in-person interactions
• Occasional standing, walking, and movement within an office environment
• Ability to manage frequent interruptions and work in a fast-paced, multitasking environment
• May require minimal lifting (e.g., up to 1015 lbs) for handling office materials or equipment
• Visual ability to review and analyze data on computer screens for extended periods

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: Hybrid in our Waltham facility 4 days/week (M-Th)

Targeted Salary Range: $60,000-$65,000/year

Working Hours: 8:30 AM - 5:00 PM

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.

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

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.

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