Hybrid Technical Support Specialist I - Biotech Devices

NOVA Biomedical GmbH; Waltham (MA); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

401k match

Bonus program

Generous PTO

Hybrid work

Office cafeteria

Job summary

Nova Biomedical Corporation seeks a Technical Support Specialist I, Clinical Products. This customer-facing role provides direct phone and email support, troubleshooting instrument operation and maintenance, and guiding users toward quick resolutions.

The specialist collaborates with Field Service, Commercial and in-house teams, logs cases in the CRM, assists in training new staff, and participates in rotating after-hours support.

Qualifications

• Entry level position; 0–2 years preferred in clinical/biotech background.
• 0–2 years+ of experience in customer support or related roles.
• Technical aptitude to understand and troubleshoot complex systems (medical device, point-of-care, clinical lab).
• Ability to communicate technical information clearly, both verbally and in writing.
• Strong customer-service mindset and teamwork orientation.
• Organized with good time-management; able to multitask in a fast-paced environment.
• Proficient with MS Office, Teams, Outlook; ERP experience and familiarity with CRM systems are advantageous.
• Familiarity with biologics production/manufacturing environments is beneficial.

Responsibilities

• Provide technical support for end-user instrument systems, including operation, maintenance, and troubleshooting.
• Communicate with end users, Field Service, Commercial and in-house teams to diagnose problems and deliver solutions.
• Create, document, and manage customer cases in the CRM with detailed records of issues and resolutions.
• Apply analytical and troubleshooting skills for timely resolution and customer satisfaction.
• Support training of new Technical Product Specialists, Field Service teams, and Commercial teams.

Skills

Technical aptitude

Communication skills

Interpersonal skills

Time management

Analytical thinking

Education

BS or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering or Electronics

Tools

MS Office

Teams

Outlook

CRM systems

ERP

Job description

Nova Biomedical Corporation seeks a Technical Support Specialist I, Clinical Products. This customer-facing role provides direct phone and email support, troubleshooting instrument operation and maintenance, and guiding users toward quick resolutions.

The specialist collaborates with Field Service, Commercial and in-house teams, logs cases in the CRM, assists in training new staff, and participates in rotating after-hours support.