Head of Service- Korea

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.

Job Summary:

Nova Biomedical Korea is seeking an experienced and hands-on Head of Service – Korea to lead and further develop our Bio and Clinical service organization in Korea. This role will be responsible for overseeing all service activities across the Bio and Clinical businesses while building a scalable and customer-focused service organization for future growth. The Head of Service – Korea will work closely with customers, distributors, sales teams, and Nova Biomedical's global Technical Service organization to ensure a high level of customer satisfaction and service excellence.

Beyond day-to-day service operations, this position will take ownership of developing and executing long-term service strategies across our product portfolio. By leveraging a strong understanding of our products, customers, and the Korean market, the Head of Service – Korea will identify opportunities to strengthen customer engagement, expand service offerings, increase service and consumables revenue, and create sustainable value for our customers and the business.

This is a highly hands-on leadership position that requires both strong technical understanding and commercial awareness.

Responsibilities:

• Lead, build, and develop the Korea Service organization, including hiring, coaching, mentoring, and performance management.
• Establish service processes, standards, and best practices to support the growth of the Bio and Clinical businesses.
• Build a high-performing, customer-focused service culture across the organization.
• Develop and maintain strong relationships with direct customers, distributors, and key Bio/Clinical accounts.
• Oversee on-site field service activities for Bio and Clinical customers, including preventive maintenance (PM), troubleshooting, installation, and IQ/OQ support.
• Provide technical and service support to distributors and ensure consistent service quality across the nationwide customer base.
• Conduct joint customer visits with distributors and internal Sales teams to develop post-sales service plans and strengthen customer relationships.
• Lead distributor service training and manage local service qualification processes.
• Take ownership of the local service portfolio, including spare parts, service contracts, and other service offerings.
• Develop and execute strategies to increase service revenue and expand the long-term service value of each product portfolio.
• Manage the installed-base/user list and proactively identify opportunities for trade-in, service, and consumables growth.
• Collaborate with Sales and Marketing teams to identify and develop new service business opportunities.
• Initiate and execute service campaigns to maximize customer satisfaction and improve customer retention.
• Maintain regular communication and collaboration with Nova Biomedical's Global Technical Service organization.
• Work closely with Sales, Marketing, Operations, and other internal functions to ensure seamless post-sales customer support.
• Support product demonstrations, system installations, exhibitions, and other commercial activities as required.
• Manage local service inventory, including spare parts and demo equipment.
• Establish and maintain appropriate minimum/maximum inventory levels for distributors to ensure timely customer support.
• Monitor service-related revenue and business performance through ERP and CRM systems, including Salesforce.
• Ensure accurate service records, installed-base information, and customer service history are maintained.

Experience Requirements:

• Bachelor's degree or above in Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or a related field.
• Minimum 7 years of relevant experience in laboratory instruments, life science, clinical diagnostics, medical devices, or a related industry.
• Previous experience managing and developing a team of at least two people.
• Proven experience managing distributor service channels and direct customer relationships across a nationwide territory.
• Experience in service coordination, field service management, or service sales is preferred.
• Experience with high-value laboratory instruments, life science, bioprocessing, clinical diagnostics, or medical devices is highly desirable.
• Experience managing service revenue or a service P&L is a strong plus.
• Strong technical understanding with a hands-on approach to customer and distributor training.
• Solution-oriented mindset with a strong sense of ownership and accountability.
• Excellent communication, interpersonal, and organizational skills.
• Strong team player who can work effectively both independently and cross-functionally.
• Comfortable working in a fast-paced, growing organization and taking initiative to build new processes and capabilities.
• Business-level proficiency in English.

Physical Requirements and Working Conditions:

• Valid driver's license and ability to drive independently.
• Willingness to travel extensively throughout Korea; approximately 50% or more of the time may be spent in the field.
• Ability to stand, walk, and move for extended periods.
• Ability to lift and carry up to 25–50 pounds as required.
• Ability to perform repetitive physical tasks.
• Ability to bend, reach, stoop, or climb as needed.
• Ability to work in varying environmental conditions (e.g., noise, temperature, equipment).
• Ability to operate tools, machinery, or technical equipment.
• Ability to perform hands-on technical training, equipment installation, troubleshooting, and customer/distributor support in the field.
• Ability to work effectively with standard office applications and business systems.
• Proficiency in ERP systems for service revenue management and CRM systems such as Salesforce.
• Use of appropriate personal protective equipment (PPE) required.

Why Work for Nova Biomedical

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program, Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
• Company subsidized cafeteria in our Waltham, MA office

Work Location: On-site work in South Korea office

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.

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

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.

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