Hiring: Director, NA Field Service Company: Nova Biomedical Location: Norwood, MA Job Posted Time: 2026-09-12 10:18:46 Employment Type: Remote About the job Experience: •7+ years in service or commercial management, or relevant experience Required Skills: •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 Qualifications: •BA/BS Degree and/or 7+ years in service or commercial management, or relevant experience •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 •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 •Demonstrated capacity to travel to customer sites and remote offices globally Compensation: •$175,000 - $200,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!