Technical & Field Support Specialist II

🔥 2 hours ago

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Nova Biomedical

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1976

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Nova Biomedical is a company that develops, manufactures, and sells a range of medical analyzers, focusing on point-of-care testing in hospitals and clinics. Their product portfolio includes advanced glucose meters, blood gas analyzers, lactate meters, and various analyzers for veterinary and biotechnology applications. With a commitment to innovation, Nova Biomedical aims to deliver accurate and efficient diagnostic solutions to healthcare professionals worldwide.

📋 Description

• Provide technical support for end-user Nova instrument systems, including operation, maintenance, troubleshooting, alignments, and issue resolution • Serve as an escalation point and resource for Level I specialists • Guide users through instrument operations, maintenance, and issue resolution via phone, email, and remote access tools • Collaborate with end users, Field Service, Commercial teams, and internal support to diagnose issues and provide solutions • Create, document, and manage customer cases in the CRM system • Gather data for service quotes and advise customers on maintenance and repairs • Perform onsite installations, commissioning, qualification, calibration, validation, and preventative maintenance • Diagnose and repair mechanical, electrical, electronic, software, connectivity, and networking issues • Perform Pharmaceutical IQ/OQ, annual OQ, and clinical validation activities where applicable • Maintain field inventory, tools, test equipment, and calibration records • Support field upgrades, modifications, software releases, and corrective actions • Assist with KPI achievement, continuous improvement, and knowledge base development • Participate in after-hours support and emergency customer response coverage • Support special projects, investigations, and technical analyses • Create and review technical content such as troubleshooting guides, field procedures, FAQs, and customer documentation • Assist in training Technical Product Specialists, Field Service teams, and Commercial teams • Issue Return Material Authorizations and coordinate follow-up actions • Perform additional assigned responsibilities

🎯 Requirements

• Fluent in written and spoken English and Spanish • 14 years of experience in customer support, technical support, or related customer-facing roles • Proven experience diagnosing and troubleshooting complex technical issues in a customer-facing environment • Strong technical aptitude for analyzing and troubleshooting complex systems • Ability to communicate complex technical information clearly, verbally and in writing • Experience with technical writing and accurate CRM or case-management documentation • Strong interpersonal and customer-service skills • Excellent analytical and problem-solving skills • Proficient with MS Office, Teams, and Outlook • Strong overall computer skills; ERP and CRM familiarity advantageous • Familiarity with biologics production/manufacturing environments beneficial • Minimum BS or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, or Electronics • Ability to use basic office equipment • Ability to remain stationary for long periods • Ability to lift/carry up to 75 lbs. • Ability to wear PPE • MLT/MT certification is a plus

🏖️ Benefits

• Innovation and professional growth opportunities • Collaborative, empowered culture • Mission-driven work contributing to global health • Investment in employee growth