Technical Support Specialist I, Clinical Products

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

Benefits offered by this job

Hybrid work arrangements

401k company match

PTO and paid holidays

Tuition reimbursement

Flexible medical, dental, vision

Job summary

Nova Biomedical in Waltham, MA is seeking a Technical Support Specialist to provide direct phone and email support for end users and internal teams. You will troubleshoot instrument issues, guide users through maintenance, and help generate service quotes while coordinating with Field Service and Commercial teams.

The role emphasizes clear communication, analytical problem solving, and a customer-first mindset, with after-hours support rotating to ensure 24/7 coverage.

Qualifications

• Entry-level position; 0–2 years preferred in clinical/biotech lab or customer-facing roles.
• Strong ability to understand, analyze, and troubleshoot complex systems; clear written and verbal communication.
• Familiarity with CRM systems and MS Office tools is advantageous.

Responsibilities

• Provide technical support for Nova instrument systems via phone and email.
• Document and manage customer cases in the CRM with detailed issue/treatment records.
• Coordinate with Field Service, Commercial, and in-house teams to ensure timely resolutions.
• Assist in training new Technical Product Specialists and other teams.

Skills

Technical support

Customer service

Communication

Analytical thinking

Problem-solving

Time management

Team collaboration

Education

BS in Chemistry

Biomedical Eng

Tools

MS Office

Teams

Outlook

ERP

CRM

Job description

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

The Technical Support Specialist role is a customer-facing position responsible for providing direct phone and email support to end users, field personnel, and internal teams. This role supports customers using Nova Biomedical products by troubleshooting technical issues, answering questions related to instrument operation and maintenance, and guiding users toward quick and effective resolution. The specialist leverages their technical understanding to diagnose problems, provide clear instructions, and ensure overall customer satisfaction. In addition to assisting end users, the role also supports Field Service teams, Commercial teams, and in-house support, ensuring consistent communication and reliable technical guidance across the organization.

Responsibilities

• Provide technical support for end-user instrument systems, including operation, maintenance, troubleshooting, performing alignments, and resolving technical issues for Nova product portfolios.
• Communicate directly with end users in a timely manner, Field Service teams, Commercial teams, and in-house support to diagnose problems and deliver effective solutions.
• Create, document, and manage customer cases in the CRM system, including detailed records of issues, troubleshooting steps, and resolutions in accordance with medical device industry and company quality standards.
• Apply analytical, problem-solving, and troubleshooting skills to ensure timely resolution and customer satisfaction.
• Demonstrate attention to detail, follow-up discipline, and a customer-focused, results-driven mindset.
• Communicate clearly and professionally through both written and verbal channels.
• Gather data to generate service quotes and provide customers with clear guidance regarding required maintenance or repairs.
• Participate in rotating after-hours support to provide 24/7 technical assistance.
• Assist in training new Technical Product Specialists, Field Service teams, and Commercial teams.
• Issue Return Material Authorizations (RMAs) and coordinate follow-up actions with customers.
• Participate in special projects for customers and/or the Technical Support department as needed.
• Perform additional responsibilities and tasks as assigned.

Experience Requirements

• Entry level position, experience not required but clinical or biotechnology laboratory background with 0-2 years of experience preferred.
• 0-2 years+ of experience in customer support, technical support, or related customer-facing roles.
• Technical aptitude with the ability to understand, analyze, and troubleshoot complex systems. (medical device, point-of-care, clinical lab, or research lab experience preferred).
• Demonstrated ability to communicate technical information in a clear, easy-to-understand manner, both verbally and in writing.
• Strong interpersonal skills with a customer-service-oriented mindset and professional, positive, team-focused attitude.
• Organized and detail-oriented with strong time-management abilities.
• Ability to multitask effectively and manage shifting priorities in a fast-paced, pressurized, self-directed work environment.
• Resourceful and capable of working independently while also contributing effectively within a team.
• Analytical and problem-solving skills.
• Proficient with MS Office, Teams, Outlook; strong computer skills overall; ERP experience and familiarity with CRM systems are advantageous.
• Familiarity with biologics production/manufacturing environments is beneficial.
• Minimum BS or equivalent, in Chemistry, Biology, Medical Technology, Biomedical Engineering or Electronics.
• MLT/MT certification is a plus.

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

• 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:

Hybrid in Waltham, MA Monday - Thursday

Targeted Salary Range:

$58,800 to $72,000 annually

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. Whether you're in engineering, science, manufacturing, or support, you’ll 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 what’s next with us at

novabiomedical.com

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

https://advancedinstruments.showpad.com/share/DmsEd5QTLlqemTYABlvDW