Technical Support Specialist

Technical Support Specialist

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.

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:

• 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.
• Some experience with technical writing and/or accurate case documentation within CRM or case-management systems (Salesforce experience a plus).
• Strong interpersonal skills with a customer-service-oriented mindset and professional, positive, team-focused attitude.
• 0-2+ years of experience in customer support, technical support, or related customer-facing roles.
• 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.
• Entry level position, experience not required but clinical or biotechnology laboratory background with 0-2+ years of experience preferred.
• Experience in Bioengineering a plus

Physical Requirements and Working Conditions:

• Typical office environment
• Must be able to use basic office equipment: computer, printer, copier, telephone, etc.
• Must be able to remain stationary for long periods of time
• Must be capable of communicating effectively with customers through various mediums (phone, email)
• Ability to lift/carry up to 75lbs.
• Ability to wear PPE.

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: Onsite in Waltham, MA

Targeted Salary Range: $60,000-$70,000 annually

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 candidate's experience and may vary based on individual factors such as location, skills, and education.

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.

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