Technical & Field Support Specialist II

Summary

Nova Biomedical develops scientific instruments and diagnostic solutions for biopharmaceutical and clinical markets. The Technical & Field Support Specialist II provides advanced remote and onsite technical support, including troubleshooting, installation, maintenance, repair, validation, training, and escalation management for Nova instrument systems. The role also documents customer cases, coordinates service activities, and collaborates with internal and commercial teams to ensure product performance.

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 content—such as troubleshooting guides, field procedures, FAQs, and customer-facing documentation—in 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

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
• 1–4 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
• Minimum BS or equivalent, in Chemistry, Biology, Medical Technology, Biomedical Engineering or Electronics
• 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
• Clinical or biotechnology laboratory background with 0-2 years of experience preferred
• 2+ years customer facing experience preferred
• MLT/MT certification is a plus
• Clinical or biotechnology laboratory background with 0-2 years of experience preferred
• 2+ years customer facing experience preferred
• MLT/MT certification is a plus

Qualifications

Must Haves

• 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
• 1–4 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
• Minimum BS or equivalent, in Chemistry, Biology, Medical Technology, Biomedical Engineering or Electronics
• 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

Nice to Haves

• Clinical or biotechnology laboratory background with 0-2 years of experience preferred
• 2+ years customer facing experience preferred
• MLT/MT certification is a plus
• Clinical or biotechnology laboratory background with 0-2 years of experience preferred
• 2+ years customer facing experience preferred
• MLT/MT certification is a plus

Benefits

• Remote work with travel to customer sites around the Madrid area