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.

About the company

At Nova Biomedical, we’re not just building instruments, we’re powering breakthroughs that improve lives. Our smart, science-driven solutions are trusted in over 100 countries to speed drug development and enhance patient care.

Our integration brings together more than 70 years of scientific excellence with Nova’s cutting-edge innovation, forming a powerhouse of precision, purpose, and possibility. With FDA-registered, ISO-certified manufacturing, more than 125 FDA approvals, and industry-trusted diagnostics, we’re setting new standards in quality and reliability. Nova Biomedical is proud to be a global leader in osmolality testing and biotechnology and in vitro diagnostic (IVD) instrumentation, dedicated to advancing patient care and scientific discovery with a legacy that continues to shape the future of life sciences.

With headquarters in Norwood and Waltham, Massachusetts, and a global team of nearly 2,000 employees, we’re building a collaborative, empowered culture grounded in shared values: Customer Centricity, Ingenuity, Ownership & Accountability, Collaboration, and Integrity.

Working at Nova Biomedical means joining a mission-driven organization where your contributions matter. Whether you're in engineering, science, manufacturing, or support, you’ll be part of a team that values innovation, invests in your growth, and is committed to making a real-world impact on global health.

Explore what’s next with us at novabiomedical.com or aicompanies.com

About the role

Reporting to the VP of Global Service and partnering closely with Commercial, Service and other departments, Customer Service will ensure a seamless and consistent customer experience across all touchpoints. This role will be instrumental in advancing Nova’s European Shared Services strategy, bringing together disparate subsidiaries and processes, and supporting the company’s transition to S/4HANA in 2027.

You will be responsible for leading customer service operations, including order administration and customer inquiries, while building and developing a high performing team. This role establishes and implements best practice policies, technologies, and procedures; ensures effective communication with customers and internal stakeholders; and uses customer feedback and performance metrics to drive continuous improvement and enhance customer satisfaction and loyalty.

If you’re passionate about delivering an exceptional customer experience and want to be part of a team that is shaping the future of life sciences, we’d love to hear from you, apply today!

What you’ll do

• Oversee customer service activities including order entry, order processing, customer outreach, and sales support.
• Oversee the day-to-day operations of the customer service organization including ongoing performance evaluation and refinement based upon industry-standard metrics for operational excellence
• Act as a central point of contact for all customer service matters and interface and collaborate extensively with other functions to ensure alignment and optimization of processes.
• Define and execute short and long-term customer service and support strategies, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value and cost-effective service levels.
• Analyze various processes in Customer Service; identify, recommend and implement changes to improve the quality and efficiency of service.
• Establish and monitor KPIs to monitor trends, understand and improve performance.
• Provide meaningful and organized feedback and reporting to management and other stakeholders regarding customer needs and issues.
• Aid in the go-live of S4/HANA, supporting change management, and implementing best practices.
• Take ownership of customers issues and follow problems through to resolution
• Recruit, mentor and develop customer service agents and create a culture where they can excel through encouragement and empowerment

What we are looking for in you

• Must have excellent customer service skills and be very detail oriented
• Excellent communication skills including phone, follow-up, conflict resolution and interpersonal skills.
• Excellent written and verbal communication skills.
• Fluency in French, German and Spanish/Italian (optional) desired.
• High level of energy and enthusiasm.
• Five years’ experience providing customer service and 3 years’ supervisory/managerial experience in a manufacturing environment. Business to business experience in the medical device industry a plus.
• Competency in a Windows computing environment, including MS Office suite. Familiarity with ERP and CRM software is helpful.
• Bachelor’s degree or equivalent.

Physical Requirements and Working Conditions:

• Must be able to use basic office equipment: computer, printer, copier, telephone, etc.
• Must be able to remain stationary for long periods of time.
• Must be capable of listening to and communicating effectively with customers.

Why work for Nova Biomedical

Our compensation and benefits programs are designed to align with all applicable laws and regulations in each country where we operate. Specific offerings may vary by location to ensure compliance with local requirements and to provide employees with support that meets or exceeds regional standards.

Work Location: Hybrid work schedule on-site in Mörfelden-Walldorf, Germany.

Nova Biomedical believes in transparency and integrity throughout all we do, including compensation. The provided salary range for this role represents the expected base salary or hourly rate for this opening. Actual compensation will be commensurate with the candidate’s experience and may vary based on individual factors such as location, skills, and education.

Data Privacy Notice for Applicants (GDPR Compliance)
By applying for this position, you acknowledge that Nova Biomedical entity advertising the role (the "Company") will process your personal data for the purpose of managing the recruitment and hiring process.

Legal Basis: We process your data based on Art. 6(1)(b) GDPR (steps prior to entering into a contract) and, where applicable, local employment law requirements.

International Transfers: As Nova Biomedical is a global brand, your data may be shared with affiliated Nova Biomedical entities and service providers involved in the recruitment process, including entities located outside the European Economic Area (“EEA”), such as in the United States. Where required, appropriate safeguards for international transfers, including the EU Standard Contractual Clauses, are implemented.

Retention: If your application is unsuccessful, we will generally delete your personal data six (6) months after the recruitment process has concluded, unless local law requires otherwise or you provide explicit consent for us to retain it longer for future opportunities.

Your Rights: You have the right to access, rectify, or request the erasure of your personal data, as well as the right to request restriction of processing, object to processing, request data portability (where applicable), and lodge a complaint with a supervisory authority.

You may also contact us regarding privacy-related questions at compliance@novabio.com or contact our Data Protection Officer, Dr. Bittner Group GmbH at abdulilah.al.muhammad@s-con.de.

EEO Statement:

Nova Biomedical takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Nova Biomedical will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

Privacy policy

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