Field support specialist job description

Nova Biomedical is looking for a Field Support Specialist to be based in Boston, MA or surrounding area. Nova Biomedical is a world leader in the development and manufacturing of state-of-the-art, whole blood, point-of-care and critical care analyzers, and is one of the fastest growing in vitro diagnostic companies in the world. For over 40 years, Nova continues to grow as a privately held company.

Responsible for overall onsite customer satisfaction with Nova Biomedical products in assigned geographical territory.

Provides both reactive and proactive consultative support to customers and is responsible for managing all field support requirements within assigned customer territory.

Exercises independent judgement to manage all local customer support requirements within assigned territory.

Drives key performance indicators (KPI’s) locally to ensure a high level of customer satisfaction including On-site Response Time, On-time PM’s, Second Days, Recalls and Primary Representative Utilization.

Responsible for making independent, daily business decisions on customer call prioritization, local calendar scheduling, inventory management, unscheduled customer satisfaction (Ambassador) calls, and for determining appropriate length and duration of onsite customer activities.

Performs on-site new product installations, corrective maintenance, preventive maintenance and associated customer training with laboratory staff at all levels including laboratory management.

Responsible for properly completing and returning service documentation and regulatory paperwork (electronic and hard copy) to satisfy U.S. FDA requirements.

Performs clinical and biotechnology application activities (IQ/OQ) such as correlation, linearity, and precision to assist customers with instrument validation requirements to satisfy local accreditation requirements.
Territory includes Boston, MA and surrounding area. Some overnight travel required (25%-50%)
Other Essential Responsibilities and Accountabilities:
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. Exercises 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)
Competencies and Qualifications:
Clinical lab knowledge and/or experience is ideal for this position. A Medical Technologist, Nursing, or Respiratory Therapy degree and/or Electronics background is preferred. Requires above average verbal communication skills, above average teaching skills and above average interpersonal skills. Minimum of 1-3 years diagnostics industry related experience. 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 (HIPPA, 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.

If we are interested in moving forward with your candidacy, you may receive an email invitation from Spark Hire, or from a Snap-on representative, for a one-way video interview.

Precision. Performance. Pride. For more than 100 years, Snap-on Tools has made work easier for serious professionals performing critical tasks. We work hard together. We grow together. We are one Snap-on team.
We are currently seeking a Field Support Specialist to join our regional sales team. Our field-based team members are rewarded with:
•Unparalleled career advancement opportunities
•Competitive pay, bonus opportunity, and benefits
•Continuous coaching and development
•Clear performance goals
•Regular recognition for accomplishments
We set you up for success! After completing comprehensive training, Field Support Specialists provide support to franchisees, company stores, and Franchise Performance Team operations. Their responsibilities include conducting franchisee and company store inventories, conducting route surveys, and selling and providing service in open routes. Field Support Specialists have the full support of the Snap-on management team and are regularly reviewed for progression opportunities within the Franchise Performance Teams. With solid performance, they typically progressed quickly through additional roles in the field sales organization. We value your education and experience and consider candidates from diverse backgrounds.
What You Bring to the Team:
•High school diploma or GED (Bachelor's degree preferred)
•Ability to learn and follow a process
•Interest in developing and fostering ongoing relationships
•Excellent customer service skills
•Effective communication and interpersonal skills
•Interest in sales
•Interest in tools
•Proficiency in Microsoft Office
•State driver's license that has been valid for the last 36 months, with no major violations, and no more than two minor violations in the three years prior to hire
Snap-on continually strives to be an employer of choice and offers a Great Place to Work.
Starting salaries for this position are normally in the $38,000 to $40,000 range and are based on education and experience.
Snap-on is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices and laws. Snap-on strictly prohibits, and does not tolerate, discrimination against applicants, associates or any other covered persons for any reason including race, ethnicity, religion, color, national origin, sex, age, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law.

The IT Field Support Specialist provides a combination of technical coordination for infrastructure projects and operational initiatives based on business requirements from both Client, Corporate Houston and field offices, as defined by the scope of the position.

The primary focuses of this position is to be the single point of contact for all IT related issues at the assigned support area (Midland/Odessa). This includes taking ownership for all IT issues and concerns, ensuring the appropriate escalations, and assist in determining the root causes of IT issues are understood and addressed.

*** Candidates will also be required to enter operational areas where flame retardant clothing, hard hats, steel-toed shoes, and safety glasses will be required. These items will be furnish for candidates. However, please realize this position may require entry into these types of areas to perform job duties.***
What you'll do

Interact, build, and maintain strong relationships with all levels of the organization.
Responsible for supporting all hardware and software on company desktops and providing second/third level desktop support.
Install and troubleshoot Microsoft Windows 10, 64 and 32 bit operating systems and standard business applications, including desktop systems, associated peripherals, and verification of operation.
Work with other IT groups to rollout hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects.
Provide current communication and assist in the execution of IT initiatives that might impact the respective assigned sites.
Develop and maintain up-to-date PC and accessories inventory and promote IT standards for their assigned sites.
Respond to phone and email inquiries that are placed in the support center and directly interact with customers to resolve local and network related issues.
Follow up with end users to ensure problems are resolved successfully and satisfactorily.
Provide IT training to customers to ensure successful use of IT equipment.
Document and revise all resolutions to be updated in IT knowledge base.
Be able to manage a heavy caseload and respond to customers request in a timely fashion.
Work flexible schedule and provide off hours support on an on call basis.
Travel to remote sites within a 30 minute to 4 hour radius.

Nice to have

3 or more years of work related experience required
College or technical school degree is preferred, but not required
Possessing any of the following certifications would be highly desired: A+, Net+, MCP, MCDST, MCSA, MCSE, ITIL
Ability to troubleshoot Windows 10 OS Issues
Experience in the following IT areas - PC, LAN, WAN, Site to Site VPN, Wireless, Database and web-based solutions, LANDesk, SCCM
Any experience and knowledge of Windows Server 2016 and 2019, Cisco Routers and Switches is very nice to have, but not required
Ability to setup and manage mobile devices with Mobile Iron required (iPhones, Android OS, etc)
Experience in setting up HP LaserJet and Multi-functional printers required (Konica/HP preferred)
Experience working with an ITSM software required (Remedy preferred)