Nova Biomedical - Waltham, MA
posted 9 days ago
Full-time - Mid Level
Waltham, MA
Merchant Wholesalers, Durable Goods
About the position
The Technical Product and Support Manager for Clinical Products at Nova Biomedical is responsible for overseeing the Technical Support team and ensuring high-quality support for the company's clinical and biotech product lines. This role involves managing day-to-day operations, developing comprehensive documentation, monitoring product performance, and ensuring customer satisfaction through effective communication and problem-solving. The manager will also be involved in training staff and driving continuous improvement initiatives within the support function.
Responsibilities
- Manage day-to-day activities of the Technical Product Specialists and Technical Support Hotline.
- Schedule Hotline staff for normal business days and overnight/weekend/holiday coverage.
- Provide direct customer support for Clinical products as needed.
- Ensure department metrics are driven and achieved.
- Conduct Performance Reviews and Pay Plans for team members.
- Assist in the development of comprehensive Instructions for Use, Advanced User and Field Service manuals.
- Develop Technical Information and Customer Information Bulletins.
- Communicate with Field Service and Field Sales representatives to resolve escalated technical problems.
- Develop and ensure proper use of the Technical Support CRM system for clinical/biotech products.
- Monitor product line field performance using metrics and provide summaries to the monthly PLQC meeting.
- Assist in developing training programs for new and existing clinical/biotech products for Technical Product Specialists and Field Support personnel.
- Support the training of new Technical Product Specialists and Field Support Representatives.
- Travel to customer sites as appropriate in support of clinical/biotech products.
- Identify areas for improvement and take initiative to implement changes.
- Hire new employees and conduct employee development.
Requirements
- Doctoral degree in Biology, Biotechnology, or related field.
- Minimum of a BS or equivalent in Chemistry, Biology, Biomedical Engineering, or Electronics.
- Five plus years' experience with clinical, biotechnology, or bioprocessing laboratory instrumentation.
- 2 - 5 years' experience in a supervisory role with direct reports.
- Solid understanding of Nova products and core technologies including hardware and software.
- Strong analytical skills and effective communication skills to work with Ph.D. scientists and senior management.
- Familiarity with Point-of-Care, Clinical Laboratory, Biotechnology/Bioprocessing, or Research Laboratory settings.
- Knowledge of Quality Assurance Programs and requirements, statistical methods, and computer literacy.
Nice-to-haves
- Experience in managing a technical call center.
- Strong interpersonal, people, and problem-solving skills.
- Strong customer interaction skills via telephone and face-to-face.
- Strong computer and computer network skills.
- Strong technical writing skills.
Benefits
- Health insurance
- Tuition reimbursement
- 401(k) matching
- Company subsidized cafeteria
- Innovative scholarship program for children of employees
