Field Support Specialist

novabio; Waltham (MA); Remote; USD 85,000 - 90,000; Full time

Job summary

Nova Biomedical is seeking a Field Support Specialist to manage on-site customer support within an assigned geographic territory in Massachusetts. This field-based role ensures customer satisfaction by providing proactive and reactive technical support, product installations, preventive maintenance, training, and application support.

The Field Support Specialist will independently manage customer priorities, local scheduling, service inventory, and on-site activities while driving KPIs such as

Qualifications

• Associate's degree or 2-3 years of technical, customer-facing troubleshooting experience.
• Clinical/Biotech laboratory knowledge and/or experience is required for this position.
• Requires above average verbal communication skills, above average teaching skills and above average interpersonal skills.
• Requires travel within or outside the assigned territory.
• Ability to work independently with little daily supervision.

Responsibilities

• Maintain productivity levels and customer satisfaction KPIs as determined by the Regional Support Manager.
• May attend trade shows, customer seminars and similar events.
• Maintain service level agreements, bill customers for service and parts, and review onsite spares inventory for maximum uptime.
• Identify new sales opportunities through day-to-day customer interaction and forward leads to Sales.
• Exercise fiscal awareness to control expenses and protect company assets.

Skills

Technical troubleshooting

Customer service

Verbal communication

Training

Education

Associate's degree in a technical field

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 is seeking a Field Support Specialist to manage on-site customer support within an assigned geographic territory. This field-based role is responsible for ensuring overall customer satisfaction with Nova Biomedical products by providing proactive and reactive technical support, product installations, corrective maintenance, preventive maintenance, customer training, and application support.

The Field Support Specialist will independently manage customer priorities, local scheduling, service inventory, and on-site activities while driving key performance indicators such as response time, on-time preventive maintenance, service quality, recall completion, and customer satisfaction.

This position will work directly with laboratory personnel and management to resolve technical issues, maximize product uptime, and support instrument validation activities. The Field Support Specialist will also maintain complete service and regulatory documentation in accordance with applicable requirements.

Responsibilities

• Responsible for maintaining acceptable productivity levels, customer satisfaction levels, KPI's and other peer comparisons as determined to be appropriate by the local Regional Support Manager.
• May require attendance and assistance at trade shows, customer seminars and similar marketing events.
• Responsible for maintaining service level agreements, properly billing customers for service performed and parts used, and reviewing onsite customer spares inventory of Nova products that are used with their instruments (e.g. Nova controls) to ensure maximum product uptime.
• Responsible for identifying new sales opportunities through day-to-day customer interaction and for forwarding sales leads to the Nova Sales department.
• Exercise good fiscal awareness to control expenses through proper inventory management, exercises good judgment with all Nova property (i.e.: company car, inventory, credit card) with strong attention to cost in normal duties of the position.
• Proper use of the Nova Travel Office.
• Maintains proper home office space for Nova assets (computer, inventory, etc.).

Experience Requirements

• Minimum of an Associate's degree in a technical field and/or 2-3 years of technical, customer-facing troubleshooting experience.
• Clinical and/or Biotechnology laboratory knowledge and/or experience is required for this position.
• Requires above average verbal communication skills, above average teaching skills and above average interpersonal skills.
• Requires a person who will travel within or outside the assigned territory.
• Ability to work independently with little daily supervision.
• Since this position will have access to sensitive information/documentation (HIPAA, Corporate Intellectual Property) from the manufacturer, individuals must possess a mature and professional ability to use proper judgment and discretion with this information when interacting with customers and other professionals.
• Requires a driver’s license in home state and a good driving record; and a nationally accepted credit card with an acceptable credit limit for use during job responsibilities.
• Education: A Medical Technologist, Nursing, or Respiratory Therapy degree and/or Electronics background is required

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

Remote

Targeted Salary Range

$85,000-$90,000

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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