Job Summary: The
Technical Support Specialist role is a customer-facing position responsible for providing direct phone and email support to end users, field personnel, and internal teams. This role supports customers using Nova Biomedical products by troubleshooting technical issues, answering questions related to instrument operation and maintenance, and guiding users toward quick and effective resolution.
The specialist leverages their technical understanding to diagnose problems, provide clear instructions, and ensure overall customer satisfaction. In addition to assisting end users, the role also supports Field Service teams, Commercial teams, and in-house support, ensuring consistent communication and reliable technical guidance across the organization.
Responsibilities: - Provide technical support for end-user instrument systems, including operation, maintenance, troubleshooting, performing alignments, and resolving technical issues for Nova product portfolios.
- Communicate directly with end users in a timely manner, Field Service teams, Commercial teams, and in-house support to diagnose problems and deliver effective solutions.
- Create, document, and manage customer cases in the CRM system, including detailed records of issues, troubleshooting steps, and resolutions in accordance with medical device industry and company quality standards.
- Apply analytical, problem-solving, and troubleshooting skills to ensure timely resolution and customer satisfaction.
- Demonstrate attention to detail, follow-up discipline, and a customer-focused, results-driven mindset.
- Communicate clearly and professionally through both written and verbal channels.
- Gather data to generate service quotes and provide customers with clear guidance regarding required maintenance or repairs.
- Participate in rotating after-hours support to provide 24/7 technical assistance.
- Assist in training new Technical Product Specialists, Field Service teams, and Commercial teams.
- Issue Return Material Authorizations (RMAs) and coordinate follow-up actions with customers.
- Participate in special projects for customers and/or the Technical Support department as needed.
- Perform additional responsibilities and tasks as assigned.
Experience Requirements: - Entry level position, experience not required but clinical or biotechnology laboratory background with 0-2 years of experience preferred.
- 0-2 years+ of experience in customer support, technical support, or related customer-facing roles.
- Technical aptitude with the ability to understand, analyze, and troubleshoot complex systems. (medical device, point-of-care, clinical lab, or research lab experience preferred).
- Demonstrated ability to communicate technical information in a clear, easy-to-understand manner, both verbally and in writing.
- Strong interpersonal skills with a customer-service-oriented mindset and professional, positive, team-focused attitude.
- Organized and detail-oriented with strong time-management abilities.
- Ability to multitask effectively and manage shifting priorities in a fast-paced, pressurized, self-directed work environment.
- Resourceful and capable of working independently while also contributing effectively within a team.
- Analytical and problem-solving skills.
- Proficient with MS Office, Teams, Outlook; strong computer skills overall; ERP experience and familiarity with CRM systems are advantageous.
- Familiarity with biologics production/manufacturing environments is beneficial.
- Minimum BS or equivalent, in Chemistry, Biology, Medical Technology, Biomedical Engineering or Electronics.
- MLT/MT certification is a plus.
Physical Requirements and Working Conditions: - Comfort with working at a computer for extended periods.
- Capacity to lift and carry up to [25• 50] pounds as required
- Able to communicate effectively via phone, video, and written communication.
- Occasional need to move about the office to access meetings or resources.
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: Hybrid in Waltham, MA Monday - Thursday
Targeted Salary Range: $75,000 to $95,000 annually
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.
