Customer Support Specialist

Nova Biomedical Corporation; Waltham (MA); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Hybrid work arrangements

Bonus Program

Generous PTO & paid holidays

Tuition reimbursement

401k company match

Job summary

Nova Biomedical is seeking a Customer Support Specialist to join the Technical Support team in Waltham, MA. You will communicate by telephone with end users of Nova StatStrip and StatSensor products, troubleshoot issues, and document interactions in the appropriate system.

Responsibilities include assisting with NovaNet support, escalating complex issues, generating RMAs, and helping train new specialists. Work is on-site with some remote days in a collaborative, cross-functional environment.

Qualifications

• Customer support experience in healthcare or biotech is preferred.
• Ability to troubleshoot technical issues and explain solutions by phone.
• Strong communication and documentation skills.

Responsibilities

• Communicate with end users to troubleshoot technical problems and answer questions about StatStrip and StatSensor products.
• Provide customer support for NovaNet and escalate upscale issues to POC Installation and Support Specialists when necessary.
• Document details of each customer call, steps taken, and solutions in the Pivotal database.
• Generate Return Material Authorizations for damaged or defective products.
• Collaborate with Technical Support, Manufacturing, Clinical Applications, Sales and Service to resolve customer concerns.

Skills

Customer support

Troubleshooting

Verbal and written communication

Documentation

Cross-functional collaboration

Education

High School Diploma or equivalent

Tools

NovaNet

Pivotal database

Job description

Job Summary

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 were 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 expand 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 upscale 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 escalated 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 2550 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

Work Location Waltham Ma work schedule on site 4 daysweek 1 day remote

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 candidates experience and may vary based on individual factors such as location skills and education

About the Company

About the Company At Nova Biomedical were not just building instruments were 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 Novas 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 were 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 2000 employees were 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 youre in engineering science manufacturing or support youll 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 whats next with us at novabiomedicalcom

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 Privacy Policy httpsadvancedinstrumentsshowpadcomshareDmsEd5QTLlqemTYABlvDW