Technical & Field Support Specialist II

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 II handles advanced phone and email support for Nova Biomedical users, troubleshooting complex issues, guiding customers on product operation, and documenting cases in CRM. The role works with Commercial and in-house teams to determine support needs, whether virtual or onsite. The Technical & Field Support Specialist offers expert remote and field services, including installation, maintenance, repair, validation, training, and escalation management. Success requires analytical thinking, clear documentation, and a customer-focused mindset. The responsibility of this role ensures product performance and effective technical support.

Responsibilities:

• Provide technical support for end-user instrument systems, including operation, maintenance, troubleshooting, performing alignments, and resolving technical issues for Nova instruments.
• Serve as an escalation point and resource for Level I specialists by diagnosing issues that require deeper technical expertise and broader product knowledge.
• Deliver clear, professional communication to guide users of all technical levels through operations, maintenance, and issue resolution. Collaborate promptly with end users, Field Service, Commercial teams, and internal support to diagnose issues and provide 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.
• Gather data to generate service quotes and provide customers with clear guidance regarding required maintenance or repairs.
• Perform onsite installations, commissioning, qualification, calibration, validation and preventative maintenance activities.
• Diagnose and repair mechanical, electrical, electronic, software, connectivity, and networking issues.
• Perform Pharmaceutical IQ/OQ, annual OQ, and clinical validation activities where applicable.
• Provide onsite and remote customer support via telephone, email, and remote access tools.
• Maintain field inventory, tools, test equipment, and calibration records.
• Support field upgrades, modifications, software releases, and corrective actions.
• Assist with KPI achievement, continuous improvement initiatives and knowledge base development.
• Participate in after-hours support and emergency customer response coverage.
• Support departmental and customer-driven special projects by applying learned techniques, contributing to investigations, and developing initial reports or analyses for senior review.
• Create and review medium-to-high complexity technical contentsuch as troubleshooting guides, field procedures, FAQs, and customer-facing documentationin collaboration with senior team members.
• 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 or the Technical Support department as needed.
• Perform additional responsibilities and tasks as assigned.

Experience Requirements:

Qualifications/Skills:

• Fluent in written and spoken English and Spanish.
• Proven experience diagnosing and troubleshooting complex technical issues in a customer-facing environment (medical device, point-of-care, clinical lab, or research lab experience preferred).
• Strong technical aptitude with the ability to understand, analyze, and troubleshoot complex systems.
• Demonstrated ability to communicate complex technical information in a clear, easy-to-understand manner, both verbally and in writing.
• Experience with technical writing and 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.
• 14 years of experience in customer support, technical support, or related customer-facing roles.
• Highly organized and detail-oriented with strong time-management abilities and a track record of meeting deadlines.
• 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.
• Excellent 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.

Education and Experience:

• Minimum BS or equivalent, in Chemistry, Biology, Medical Technology, Biomedical Engineering or Electronics.
• Clinical or biotechnology laboratory background with 0-2 years of experience preferred.
• 2+ years customer facing experience preferred.
• MLT/MT certification is a plus.

Physical Requirements and Working Conditions:

• 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 75 lbs.
• Ability to wear PPE.

Why Work for Nova Biomedical

• 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 candidates experience and may vary based on individual factors such as location, skills, and education.

Work Location: Remote - Remote with travel to customer sites around Madrid area.

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 candidates experience and may vary based on individual factors such as location, skills, and education.

About the company

At Nova Biomedical, were not just building instruments, were 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 Novas 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, were 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, were 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, youll 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 whats 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, colour, 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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