Director, NA Field Service

Director, Field Service

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…