Technical Product and Support Manager, Clinical Products

Nova Biomedical is hiring a Technical Product and Support Manager - Clinical Products in our Waltham, MA facility. The Technical Product and Support Manager works with the Technical Support, Research and Development, Manufacturing, Sales, Technical Writing, and Quality Assurance staff to drive world class support activities for Nova's clinical/biotech product lines ensuring the highest level of support and customer satisfaction. The TP&S Manager is responsible for day-to-day management of the Technical Product Specialists and working with Technical Writing and Support staff to ensure clinical products are fully documented for both product support personnel and the end user. This includes the Instructions for Use, Advanced User and Service Manuals as well as additional support documentation including Service Parts and Quick Reference Guides.

• The TP&S Manager is responsible for monitoring and reporting the performance of Nova's clinical products in the field and for interacting with support personnel and end users to identify the root cause of a problem and working with internal organizations to drive permanent solutions.
• The TP&S Manager is responsible for post-market surveillance using established metrics and for reporting product line performance and trends at corporate Product Line Quality Control (PLQC) meetings to ensure all internal departments and Nova's leadership are kept up to date with current activities.

More specific responsibilities will include:

• Scheduling of Hotline staff for normal business days and overnight/weekend/holiday coverage.
• Managing the day-to-day activities of the Product Support Hotline utilizing tools such as Avaya Communicator and Microsoft Teams.
• Providing direct customer support as needed for Clinical products.
• Ensuring department metrics are driven and achieved.
• Conducting Performance Reviews and Pay Plans.
• Assisting with the development of comprehensive Instructions for Use, Advanced User and Field Service manuals. Responsible for development of Technical Information and Customer Information Bulletins.
• Communicating with Field Service and Field Sales representatives as well as end users to resolve escalated technical problems and answer questions related to Nova clinical products.
• Directly speaking to end users of Nova products ensuring consistent product line technical information flow to and from Nova customers.
• Developing and ensuring proper use of the Technical Support CRM system (Pivotal Relationship) for clinical/biotech products to ensure appropriate information is properly captured to measure and drive product performance.
• Monitoring product line field performance using metrics to drive product improvements and provides summaries to the monthly PLQC meeting.
• Assisting in developing training programs for new and existing clinical/biotech products for Technical Product Specialists and Field Support personnel.
• Supporting the training of new Technical Product Specialists and Field Support Representatives.
• As directed, working on special projects for customers or the Technical Support department.
• Traveling to customer sites as appropriate in support of clinical/biotech products.
• Seeking out areas that need to be improved and takes the initiative to improve upon them.
• Hiring of new employees.
• Conducting Employee development.

Qualifications:

• Solid understanding of Nova products and core technologies including hardware and software.
• Must be an effective communicator with strong analytical skills to work with both internal and external Ph.D. scientists and senior management.
• Familiar with Point-of-Care, Clinical Laboratory, Biotechnology/Bioprocessing or Research Laboratory settings
• Knowledge of Quality Assurance Programs and requirements, statistical methods and computer literacy required.
• Experience in managing a technical call center is a plus.
• 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

Education/Experience:

• 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.

At Nova Biomedical, we practice our core values of mutual respect, honesty, and integrity throughout the company. With a strong sense of family in the workplace, we are proud that one third of all our employees have been with us for over 10 years.

Highlights of benefits offered to Nova Biomedical employees include Blue Cross Blue Shield medical plan, tuition reimbursement, matching 401K, company subsidized cafeteria and an innovative scholarship program for children of employees.