Technical Support Specialist

About the Role

The Technical Support Specialist 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.

Key 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.

Requirements & Tech Stack

• 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.
• Ability to lift/carry up to 75lbs.
• Ability to wear PPE.

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).

Work Location

Onsite in Waltham, MA

Targeted Salary Range

$60,000-$70,000 annually