Field Support Specialist

Job Opportunity at Nova Biomedical

Advanced Instruments and Nova Biomedical are now united under one brand, 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

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 13 years of diagnostics industry-related experience. Strong communication, interpersonal, and teaching skills. Ability 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.

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: Baltimore, MD - Field

Targeted Salary Range: $80,000-$90,000/year

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

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.