Hybrid Tech Support Specialist – Biomedical Instrumentation

novabio; Waltham (MA); Hybrid; USD 59,000 - 72,000; Full time

Benefits offered by this job

Hybrid work

401k match

Tuition reimbursement

PTO & holidays

Professional development

Onsite cafeteria

Job summary

Nova Biomedical in Massachusetts is seeking a Technical Support Specialist to provide direct phone and email support to end users, field personnel, and internal teams. You will troubleshoot instrument operation and maintenance, guiding users toward quick, effective resolution.

You will document cases in the CRM, coordinate with Field Service and Commercial teams, assist in training, and participate in rotating after-hours support.

Qualifications

• BS or equivalent in a related field required; 0–2 years preferred.
• 0–2 years in customer- or technical-support roles is acceptable.
• Ability to communicate technical information clearly, in writing and speech.

Responsibilities

• Provide technical support for end-user instrument systems, including operation and maintenance.
• Document and manage customer cases in CRM with detailed notes and resolutions.
• Coordinate with Field Service, Commercial, and in-house teams for effective solutions.
• Issue RMAs and coordinate follow-ups with customers.
• Assist in training new Technical Product Specialists and teams.
• Generate service quotes and advise on maintenance or repairs.
• Participate in after-hours support rotations.

Skills

Technical troubleshooting

Customer support

Communication skills

MS Office & CRM familiarity

Biotech/medical device knowledge

Education

Bachelor's degree in Chemistry / Biology / Medical Technology / Biomedical Engineering or Electronics

Tools

CRM systems

ERP

MS Office

Job description

Nova Biomedical in Massachusetts is seeking a Technical Support Specialist to provide direct phone and email support to end users, field personnel, and internal teams. You will troubleshoot instrument operation and maintenance, guiding users toward quick, effective resolution.

You will document cases in the CRM, coordinate with Field Service and Commercial teams, assist in training, and participate in rotating after-hours support.