Regional Support Manager DACH

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.

The Global Service organisation 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 Regional Support Manager is a key member of our team, and responsible for efficiently delivering highly professional in-person customer engagement, rapidly resolving customer issues and providing comprehensive training and education within a dedicated region. 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.

• →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. Direct line management of Field Service staff in a regional model
• →Team engagement: Carry out periodic on-site visits with team members ensuring compliance with internal processes.
• →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 for region to maximize productivity and efficiency while meeting customer expectations
• →Documentation: Document 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
• →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
• →Regional Performance Reviews – Conduct regular field performance reviews in line with field service KPI’s
• →Regional KPI Monitoring – Ensure KPI’s as defined by Service Leadership are tracked and performance issues identified and resolved.

• 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
• BA/BS Degree and/or 5 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

• Ability to travel to customer sites and remote offices globally
• The ability to travel by automobile or airplane for work
• The ability to work in a standing or sitting position for prolonged periods of time.
• The ability to lift at least 35 lb.