Field Support Specialist

Reporting Relationships

• Reports directly to the national Sales Manager.
• Strong working relationship with Nova’s European Technical Support department.
• Strong working relationship with the local Product Applications Specialist, Sales Team and administrative functions.

Job Summary and/or Key Objectives

• Plans, schedules and delivers emergency and proactive onsite and remote support on all Nova product lines to customers in his/her assigned geographical territory.
• Installs and maintains Nova products at customer site and performs on site operator trainings as needed.
• Delivers telephone and email support on technical and application related questions to customers.

Essential Responsibilities and Accountabilities

• Maintains close and direct customer contact during product implementation projects and follows up with after sales customer complains.
• Assists to manage quality related activities (investigations, complaints, corrective actions).
• Technical Service focal point with external provider.
• IT specialist (including internal technical support).
• Works closely with local Product Specialist and Account Sales Managers to support on site product evaluation and demonstration activities for all Nova products.
• Provides comprehensive documentation of all technical support interventions and maintains the TMS- and technical support CRM database.
• Attends local and European Technical support conference calls and meetings.

Qualification

• Advanced technical or clinical laboratory background.
• Strong technical affinity with ‘hands on’ attitude.
• Work experience in a field service/technical support role.
• Proven work experiences in the MD-, IVD- or BioTech industry (2-3 years).
• Very good self-organization and customer communication skills.
• A good balance of team player skills and ability to work independently
• Good project management skills.
• Good computer skills (MS Office Suite)
• IT-Network administration skills are a plus.
• Good English language skills (written and oral).

Location

• Madrid Area (remote).
• Ability to travel up to 80% of total work time within the assigned geographical territory.