Technical Support Specialist — 24/7 Customer Help

NOVA Biomedical GmbH; Waltham (MA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Hybrid and flexible work arrangements

401k company match

PTO and paid holidays

Job summary

Nova Biomedical is seeking a Technical Support Specialist to provide direct phone and email assistance to end users, field personnel, and internal teams. You will troubleshoot instrument issues, guide users through maintenance, and document cases in our CRM with precision.

The role supports Field Service, Commercial, and in-house teams while contributing to training and ongoing projects. Strong communication, multitasking, and problem-solving abilities are essential for success.

Qualifications

• BS or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering or Electronics.
• 0-2+ years in customer or technical support.
• Experience with CRM systems (Salesforce a plus).
• Proficient with MS Office and collaboration tools.
• Ability to communicate technical information clearly.

Responsibilities

• Provide technical support for end-user instrument systems, including operation, maintenance, troubleshooting, and guidance.
• Document and manage customer cases in the CRM system with detailed notes.
• Coordinate with Field Service, Commercial, and in-house teams for effective solutions.
• Assist in training new Technical Product Specialists and teams.
• Participate in rotating after-hours support for 24/7 assistance.

Skills

Technical troubleshooting

Customer communication

CRM documentation

Time management

Multitasking

Independent work

Analytical thinking

Education

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

Tools

MS Office

Teams

Outlook

ERP

CRM (Salesforce a plus)

Job description

Nova Biomedical is seeking a Technical Support Specialist to provide direct phone and email assistance to end users, field personnel, and internal teams. You will troubleshoot instrument issues, guide users through maintenance, and document cases in our CRM with precision.

The role supports Field Service, Commercial, and in-house teams while contributing to training and ongoing projects. Strong communication, multitasking, and problem-solving abilities are essential for success.