Job Summary:

The Technical Support Specialist, Team Lead serves as the subject matter expert for their assigned product line and provides comprehensive phone and email support to end users, field personnel, and internal teams. This role requires strong technical expertise with Nova Biomedical products to troubleshoot complex issues, guide customers through operation and maintenance, and ensure accurate CRM documentation. The Team Lead collaborates closely with Technical Support, Field Service, Commercial teams, and internal stakeholders to coordinate information and determine when virtual or onsite support is required.

In addition to customer support responsibilities, the Team Lead is responsible for advancing technical support initiatives for their product line, including technical documentation development, process improvements, project ownership, and coordination of team resources. Success in this role requires strong analytical thinking, leadership skills, detailed case management, and a customer-focused mindset.

Responsibilities:

• Coordinate across departmental boundaries to enhance technical support productivity and processes.
• Serve as the escalation point and technical resource for Product Support Specialists within the designated product group.
• Diagnose complex technical issues requiring advanced troubleshooting expertise and cross-functional collaboration.
• Support departmental and customer-driven special projects through investigations, analysis, and reporting.
• Act as the primary point of contact for technical support production projects, including ownership of associated documentation.
• Delegate project activities as appropriate while ensuring timely completion.
• Serve as the lab liaison (when onsite) to ensure hazardous waste management, PPE compliance, and lab cleanliness standards are maintained.
• Draft and coordinate on-call schedules and lab maintenance schedules for management review.
• Create and review technical documentation including troubleshooting guides, field procedures, FAQs, and customer-facing support materials.
• Collaborate with Technical Support, Field Service, Commercial teams, and internal departments to resolve complex customer issues.
• Perform additional responsibilities and assignments as required.

Experience Requirements:

• Minimum of 5 years of experience in customer support, technical support, or related customer-facing roles.
• Proven experience diagnosing and troubleshooting complex technical issues in customer-facing environments.
• Medical device, point-of-care, clinical laboratory, or research laboratory experience preferred.
• Strong technical aptitude with the ability to analyze and troubleshoot complex systems.
• Demonstrated ability to communicate technical information clearly and effectively, both verbally and in writing.
• Experience with technical writing and documentation within CRM or case management systems.
• Salesforce experience preferred.
• Strong interpersonal, customer service, and leadership skills.
• Highly organized with excellent time management and prioritization capabilities.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Proficiency with Microsoft Office, Teams, Outlook, ERP systems, and CRM applications.

Education Requirements:

• Bachelor's degree or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, Electronics, or a related field.
• Clinical or biotechnology laboratory background preferred.
• MLT/MT certification is a plus.
• Familiarity with biologics production and manufacturing environments is beneficial.

Physical Requirements and Working Conditions:

• Typical office environment.
• Ability to use standard office equipment including a computer, printer, copier, and telephone.
• Ability to remain stationary for extended periods of time.
• Ability to communicate effectively with customers through phone, email, and other communication methods.
• Ability to lift and carry up to 75 pounds.
• Ability to wear required Personal Protective Equipment (PPE).
• The full list of physical requirements for this role is available upon request.
• 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: Waltham, MA

Targeted Salary Range: $95,000-$100,000/yr

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.