Director, NA Field Service

Job Description

Job Description

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.

Job Summary:

Nova Biomedical (Nova) is a growing market leader across in vitro diagnostic, biotechnology, clinical and food & beverage equipment, reagents & consumables. We are a company driven by customer-centric innovation and comprehensive support, with blue-chip customers across 90+ countries. We are broadening our position as a leading Global Life Science company by realizing the full potential of our people, our products and our culture. We are focused on organic and inorganic growth, while contributing responsibly to supporting the sustainability of our environment, society, and future generations.

The Global Service organization is responsible for the ongoing support and nurturing of our rapidly growing, global customer base. This multi-disciplined team is at the forefront of ensuring each customer achieves their desired outcome and experience with our products. The Director, Field Service is a key member of our leadership team, and responsible for efficiently delivering highly professional in-person customer engagement, rapidly resolving customer issues and driving comprehensive service excellence. This position interacts directly with key accounts, as well as manages team members to maximize quality, customer satisfaction and commercial growth consistent with Nova’s overall business plan.

Responsibilities:

• Leadership: Maintain a positive, high-performance environment that fosters extraordinary customer satisfaction, enhanced morale and individual employee development through team building, coaching, training, feedback / reviews and goal setting.
• Customer Events: Oversees on-location delivery of a wide variety of services for biotech & clinical customers – including installations, validations, maintenance visits, emergency repairs, equipment moves, customer training and more.
• Post-Sale Customer Monitoring: Deliver recurring customer communication cadence to ensure any customer issues are being identified and resolved, to ensure ongoing customer growth
• Scheduling: Manages service schedules to maximize productivity and efficiency while meeting customer expectations
• Documentation: Documents all field activity to provide intel to internal stakeholders, and to meet customer requirements
• Escalation Management: Utilizes Product Specialists and other key personnel to resolve more challenging customer issues
• Pricing: Establishes pricing, in conjunction with marketing and product management, representative of value being delivered
• Customer Education & Training: Deliver wide-ranging customer education programs to ensure safe use of Nova equipment
• Administer Travel & Expense Programs: Minimize organizational costs by efficient and effective T&E deployment
• Customer engagement: Ensures customer escalations are being monitored and addressed where appropriate

• Integrations: Lead system, process & team integrations as new businesses are acquired and onboarded

Experience 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 other Good Manufacturing Practices (GMP) industry such as biologics or drugs, including ISO 13485 requirements, understands data compliance issues such as 21 CFR part 11
• Excellent organizational skills with a commitment to meeting deadlines while ensuring overall quality of work
• Demonstrated ability to build effective business relationships across business, with capacity to handle confidential information
• Held a leadership role within an established global services organization
• A proven track record of operational excellence (KPIs, productivity tracking, process improvement, etc.)
• Excellent technical, problem solving and analytical abilities; strong decision-making capabilities
• A high degree of flexibility, possessing strong leadership and interpersonal communication skills; ability to manage multiple priorities.
• Knowledge and experience with Service Management tools
• Recruited, mentored and led teams in a high-growth company
• Ability to travel to customer sites and remote offices globally

Physical Requirements and Working Conditions:

• Willingness to travel as required (including air and ground transportation).
• Valid driver’s license and ability to safely operate a motor vehicle as needed for job responsibilities.
• Able to store, 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).

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: Norwood / Waltham Offices

Targeted Salary Range: $175,000 to $ 200,000

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.

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

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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