Technical Support Specialist I, Clinical Products

Nova Biomedical • Waltham, MA

6d • Hybrid

About The Position

The Technical Support Specialist I is a customer-facing role that provides phone and email assistance to end users, field personnel, and internal teams using Nova Biomedical products. The specialist troubleshoots technical issues, answers questions about instrument operation and maintenance, and guides users toward effective resolutions. The role also supports Field Service and Commercial teams, helping ensure consistent communication and reliable technical guidance across the organization.

The specialist documents and manages customer cases in the CRM system in accordance with company and medical-device quality standards, gathers information for service quotes, provides maintenance and repair guidance, issues Return Material Authorizations, and coordinates follow-up with customers. The position participates in rotating after-hours support for 24/7 technical assistance, assists with training, and contributes to special projects and other assigned tasks.

This is a hybrid role based in Waltham, Massachusetts, with a Monday–Thursday work schedule. The stated target salary range is $58,800 to $72,000 annually, with actual compensation dependent on experience and other individual factors.

Requirements

• Minimum BS or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, or Electronics.
• Technical aptitude and the ability to understand, analyze, and troubleshoot complex systems.
• Ability to communicate technical information clearly and understandably, both verbally and in writing.
• Strong interpersonal skills and a customer-service-oriented, professional, positive, team-focused attitude.
• Organization, attention to detail, and strong time-management abilities.
• Ability to multitask and manage shifting priorities in a fast-paced, pressurized, self-directed work environment.
• Ability to work independently and contribute effectively within a team.
• Analytical and problem-solving skills.
• Proficiency with MS Office, Teams, and Outlook, along with strong overall computer skills.

Nice To Haves

• Clinical or biotechnology laboratory background; 0–2 years of experience preferred.
• 0–2 years or more of experience in customer support, technical support, or related customer-facing roles.
• Medical device, point-of-care, clinical laboratory, or research laboratory experience.
• ERP experience and familiarity with CRM systems.
• Familiarity with biologics production or manufacturing environments.
• MLT/MT certification.

Responsibilities

• Provide technical support for end-user instrument systems, including operation, maintenance, troubleshooting, alignments, and resolution of technical issues across Nova product portfolios.
• Communicate with end users, 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, recording issues, troubleshooting steps, and resolutions according to company and medical-device industry quality standards.
• Apply analytical, problem-solving, and troubleshooting skills to support timely resolutions and customer satisfaction.
• Maintain attention to detail, follow-up discipline, and a customer-focused, results-driven approach.
• Communicate clearly and professionally through written and verbal channels.
• Gather data to generate service quotes and provide customers with guidance about 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 customer and/or Technical Support department special projects as needed.
• Perform additional responsibilities and tasks as assigned.

Benefits

• Flexible medical, dental, and vision coverage.
• Competitive 401(k) company match.
• Bonus program.
• Generous paid time off and paid holidays.
• Tuition reimbursement.
• Hybrid and flexible work arrangements.
• Professional development, engagement, and events.
• Company marketplace for lunch and snacks at the Norwood, Billerica, and Westbrook offices.
• Company-subsidized cafeteria at the Waltham office.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level