Technical Support Specialist Team Lead

Nova Biomedical Corporation•Waltham, MA

1d•Hybrid

About The Position

The Technical Support Specialist, Team Lead serves as the subject matter expert for their assigned product line and provides comprehensive phone and email support to end users, field personnel, and internal teams. This role requires strong technical expertise with Nova Biomedical products to troubleshoot complex issues, guide customers through operation and maintenance, and ensure accurate CRM documentation. The Team Lead collaborates closely with Technical Support, Field Service, Commercial teams, and internal stakeholders to coordinate information and determine when virtual or onsite support is required. In addition to customer support responsibilities, the Team Lead is responsible for advancing technical support initiatives for their product line, including technical documentation development, process improvements, project ownership, and coordination of team resources. Success in this role requires strong analytical thinking, leadership skills, detailed case management, and a customer-focused mindset.

Requirements

Minimum of 5 years of experience in customer support, technical support, or related customer-facing roles.
Proven experience diagnosing and troubleshooting complex technical issues in customer-facing environments.
Medical device, point-of-care, clinical laboratory, or research laboratory experience preferred.
Strong technical aptitude with the ability to analyze and troubleshoot complex systems.
Demonstrated ability to communicate technical information clearly and effectively, both verbally and in writing.
Experience with technical writing and documentation within CRM or case management systems.
Salesforce experience preferred.
Strong interpersonal, customer service, and leadership skills.
Highly organized with excellent time management and prioritization capabilities.
Proven ability to manage multiple priorities in a fast-paced environment.
Strong analytical and problem-solving abilities.
Proficiency with Microsoft Office, Teams, Outlook, ERP systems, and CRM applications.

Nice To Haves

Clinical or biotechnology laboratory background preferred.
MLT/MT certification is a plus.
Familiarity with biologics production and manufacturing environments is beneficial.

Responsibilities

Coordinate across departmental boundaries to enhance technical support productivity and processes.
Serve as the escalation point and technical resource for Product Support Specialists within the designated product group.
Diagnose complex technical issues requiring advanced troubleshooting expertise and cross-functional collaboration.
Support departmental and customer-driven special projects through investigations, analysis, and reporting.
Act as the primary point of contact for technical support production projects, including ownership of associated documentation.
Delegate project activities as appropriate while ensuring timely completion.
Serve as the lab liaison (when onsite) to ensure hazardous waste management, PPE compliance, and lab cleanliness standards are maintained.
Draft and coordinate on-call schedules and lab maintenance schedules for management review.
Create and review technical documentation including troubleshooting guides, field procedures, FAQs, and customer-facing support materials.
Collaborate with Technical Support, Field Service, Commercial teams, and internal departments to resolve complex customer issues.
Perform additional responsibilities and assignments as required.