Director, Global Field Services & Customer Success

novabio; Norwood (MA); Hybrid; USD 175,000 - 200,000; Full time

Benefits offered by this job

Flexible Medical Coverage

401k company match

Bonus Program

Tuition reimbursement

Job summary

Nova Biomedical seeks a senior field service leader to drive on-site service delivery, installations, validations, and repairs for biotech and clinical customers globally. You will guide post-sale monitoring, scheduling, and documentation while managing escalations with product specialists to ensure high customer satisfaction.

The role requires a BA/BS and 7+ years in service or commercial management in regulated environments, with strong leadership, analytics, and travel to customer sites.

Qualifications

• 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 industry including ISO 13485 requirements.

Responsibilities

• Lead on-site delivery of a wide variety of services for biotech & clinical customers – installations, validations, maintenance, repairs, moves, training.
• Deliver recurring customer communication cadence and manage post-sale monitoring to drive ongoing growth.
• Manage scheduling to maximize productivity; document all field activity for internal stakeholders.
• Coordinate escalation with Product Specialists to resolve complex issues and establish pricing with marketing/product management.
• Provide customer education and training, administer travel and expense programs to minimize costs.
• Lead integrations of new businesses and onboarding processes to align operations.

Skills

Leadership

Customer relationships

Project management

Analytical thinking

Education

Bachelor's degree

Tools

Service Management tools

Job description

Nova Biomedical seeks a senior field service leader to drive on-site service delivery, installations, validations, and repairs for biotech and clinical customers globally. You will guide post-sale monitoring, scheduling, and documentation while managing escalations with product specialists to ensure high customer satisfaction.

The role requires a BA/BS and 7+ years in service or commercial management in regulated environments, with strong leadership, analytics, and travel to customer sites.