Technical Support Specialist

Nova Biomedical • Waltham, MA

7d • Onsite

About The Position

The Technical Support Specialist is a customer-facing role providing direct 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 position also supports Field Service, Commercial, and in-house teams with consistent technical guidance and communication.

The role involves documenting and managing customer cases in a CRM system, gathering information for service quotes, advising customers about maintenance and repairs, issuing Return Material Authorizations (RMAs), and coordinating follow-up. The specialist participates in rotating after-hours support for 24/7 technical assistance, helps train colleagues, and contributes to customer or department projects as needed.

This is an entry-level position. The posting describes a typical office environment and identifies the work location as onsite in Waltham, Massachusetts, while also listing hybrid and flexible work arrangements among the company benefits. The targeted salary range is $60,000–$70,000 annually.

Requirements

• Technical aptitude and ability to understand, analyze, and troubleshoot complex systems.
• Ability to explain technical information clearly and accessibly, both verbally and in writing.
• Some experience with technical writing and/or accurate case documentation in CRM or case-management systems.
• Strong interpersonal skills and a customer-service-oriented mindset, with a professional, positive, team-focused attitude.
• 0–2+ years of experience in customer support, technical support, or related customer-facing roles; the position is entry-level and experience is not required.
• Organized and detail-oriented, with 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 general computer skills.
• Minimum BS or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, or Electronics.
• Ability to use basic office equipment, including a computer, printer, copier, and telephone.
• Ability to remain stationary for long periods and communicate effectively with customers by phone and email.
• Ability to lift/carry up to 75 pounds and wear PPE.

Nice To Haves

• Medical device, point-of-care, clinical lab, or research lab experience.
• Salesforce experience.
• ERP experience and familiarity with CRM systems.
• Familiarity with biologics production or manufacturing environments.
• Clinical or biotechnology laboratory background.
• Experience in Bioengineering.

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 in accordance with medical device industry and company quality standards.
• Apply analytical, problem-solving, and troubleshooting skills to resolve issues promptly and support customer satisfaction.
• Maintain attention to detail and follow-up discipline while delivering customer-focused, results-driven support.
• Communicate clearly and professionally in writing and verbally.
• Gather data to generate service quotes and guide customers 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 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