Customer Support Specialist

NOVA Biomedical GmbH; Waltham (MA); Hybrid; USD 65,000 - 70,000; Full time

Benefits offered by this job

Competitive 401k match

Bonus Program

Generous PTO and paid holidays

Hybrid and flexible work arrangements

Professional development

Lunch and snacks marketplace

Subsidized cafeteria in Waltham office

Job summary

Nova Biomedical is seeking a Customer Support Specialist to join the Technical Support team in Waltham, MA. This role communicates primarily by telephone with end users of Nova StatStrip and StatSensor products to troubleshoot technical problems and answer questions related to the operation and maintenance of their analyzers.

The Customer Support Specialist will also resolve or escalate incoming customer-reported issues involving NovaNet and document all customer interactions and resolutions in

Qualifications

• High School Diploma or equivalent required, preferably with a strong emphasis in laboratory sciences, chemistry, or biology.
• 1 to 3+ years of customer support experience preferred.
• Experience in a point-of-care, clinical laboratory, biotechnology, or research laboratory setting is a plus.
• Strong understanding of Nova Biomedical products and core technologies, including hardware and software, or the ability to develop this knowledge through training.
• Strong computer skills and the ability to learn customer support databases and related systems.
• Effective verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to troubleshoot technical issues and clearly explain solutions to customers by telephone.
• Ability to accurately document customer interactions, troubleshooting activities, and resolutions.
• Ability to collaborate effectively with Technical Support, Manufacturing, Clinical Applications, Sales, and Service teams.
• Strong customer-service orientation with the ability to manage multiple incoming issues and determine when escalation is appropriate

Responsibilities

• Communicate with end users, Field Service Specialists, Clinical Applications, and Field Sales representatives to troubleshoot technical problems and answer questions related to StatStrip and StatSensor products.
• Provide customer support for NovaNet and escape issues to POC Installation and Support Specialists when necessary.
• Document the details of each customer call, including the troubleshooting steps taken, solutions provided, and answers given, in the Pivotal database.
• Generate Return Material Authorizations to replace damaged or defective products and consumables.
• Assist with the training and development of new Customer Support Specialists.
• Participate in special projects for customers or the Technical Support department as needed.
• Collaborate with departments throughout Nova Biomedical, including Technical Support, Manufacturing, Clinical Applications, Sales, and Service, to resolve customer concerns.
• Communicate customer issues clearly and elevate unresolved or complex technical concerns to the appropriate team.
• Maintain accurate and complete customer support records in accordance with established procedures.
• Provide professional, responsive, and customer-focused support during all interactions.

Skills

Customer service

Verbal communication

Written communication

Analytical thinking

Problem solving

Team collaboration

Education

High School Diploma

Tools

NovaNet

Pivotal database

Job description

Career Opportunities with Nova Biomedical Corporation

Nova Biomedical is an Equal Opportunity Employer in compliance with Affimativet Action in hiring and promoting women, minorities, veterans and individuals with disabilities.

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 is seeking a Customer Support Specialist to join the Technical Support team in Waltham, MA. This role communicates primarily by telephone with end users of Nova StatStrip and StatSensor products to troubleshoot technical problems and answer questions related to the operation and maintenance of their analyzers. The Customer Support Specialist will also resolve or escalate incoming customer-reported issues involving NovaNet and document all customer interactions and resolutions in the appropriate system.

Responsibilities:

• Communicate with end users, Field Service Specialists, Clinical Applications, and Field Sales representatives to troubleshoot technical problems and answer questions related to StatStrip and StatSensor products.
• Provide customer support for NovaNet and escape issues to POC Installation and Support Specialists when necessary.
• Document the details of each customer call, including the troubleshooting steps taken, solutions provided, and answers given, in the Pivotal database.
• Generate Return Material Authorizations to replace damaged or defective products and consumables.
• Assist with the training and development of new Customer Support Specialists.
• Participate in special projects for customers or the Technical Support department as needed.
• Collaborate with departments throughout Nova Biomedical, including Technical Support, Manufacturing, Clinical Applications, Sales, and Service, to resolve customer concerns.
• Communicate customer issues clearly and elevate unresolved or complex technical concerns to the appropriate team.
• Maintain accurate and complete customer support records in accordance with established procedures.
• Provide professional, responsive, and customer-focused support during all interactions.

Experience Requirements:

• High School Diploma or equivalent required, preferably with a strong emphasis in laboratory sciences, chemistry, or biology.
• 1 to 3+ years of customer support experience preferred.
• Experience in a point-of-care, clinical laboratory, biotechnology, or research laboratory setting is a plus.
• Strong understanding of Nova Biomedical products and core technologies, including hardware and software, or the ability to develop this knowledge through training.
• Strong computer skills and the ability to learn customer support databases and related systems.
• Effective verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to troubleshoot technical issues and clearly explain solutions to customers by telephone.
• Ability to accurately document customer interactions, troubleshooting activities, and resolutions.
• Ability to collaborate effectively with Technical Support, Manufacturing, Clinical Applications, Sales, and Service teams.
• Strong customer-service orientation with the ability to manage multiple incoming issues and determine when escalation is appropriate

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

• Competitive 401k company match
• Bonus Program, Generous PTO and paid holidays
• 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

Targeted Salary Range:

65K-70K

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.

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.