Technical Support Specialist II EMEA

About Nova Biomedical

Nova Biomedical represents the unified strength of Advanced Instruments and Nova Biomedical, combining innovation and expertise to deliver exceptional service and solutions in the biopharmaceutical and clinical sectors worldwide. With over 70 years of scientific achievement and a focus on cutting-edge biotechnology instrumentation, Nova Biomedical supports critical workflows to enhance patient care and accelerate scientific breakthroughs.

Job Overview

This position as Technical Support Specialist II provides advanced technical assistance mainly via phone and email to customers, field teams, and internal parties using Nova Biomedical products. The role demands deep technical knowledge to resolve sophisticated instrument problems, instruct customers on usage and maintenance, and maintain detailed case records in CRM systems in line with quality standards. Collaboration with Field Service, Commercial, and internal support teams is key to ensuring timely and accurate support, either virtually or onsite.

Key Responsibilities

• Offer expert technical support covering operation, upkeep, troubleshooting, and alignment of Nova Biomedical instruments.
• Act as second-level escalation resource for complex problem diagnostics beyond Level I support capabilities.
• Communicate clearly and professionally with users of varying technical proficiency to resolve issues and guide correct product usage.
• Maintain rigorous and accurate documentation of customer interactions and troubleshooting steps within CRM systems following medical device industry protocols.
• Apply advanced analytical and problem-solving abilities to ensure prompt resolution and high customer satisfaction.
• Prepare service quotes and advise customers regarding repairs and preventative maintenance requirements.
• Contribute to departmental and customer-specific projects including technical investigations and documentation development.
• Create, review, and update moderately complex technical content such as troubleshooting guides and FAQs in collaboration with senior staff.
• Participate in a rotational schedule to provide after-hours technical support ensuring 24/7 assistance availability.
• Support training initiatives for new Technical Product Specialists and cross-functional teams.
• Authorize product returns and coordinate subsequent customer communications and actions.
• Assist in maintaining key performance indicators and other departmental metrics.
• Perform additional tasks and responsibilities as assigned.

Qualifications and Experience Requirements

• Minimum Bachelor’s degree or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, Electronics, or related fields.
• Preferably 0-2 years in clinical or biotechnology laboratory environments; 1-4 years customer or technical support experience preferred.
• Proficient at diagnosing and resolving complex technical problems in medical device or clinical support settings.
• Fluency in English and German (oral and written); additional languages a benefit.
• Good understanding of networking concepts including TCP/IP, device connectivity, remote access tools, and system integrations involving instruments and IT environments such as Laboratory Information Systems (LIS) or hospital networks.
• Ability to interpret system logs and network data to isolate application, infrastructure, or network faults.
• Strong interpersonal skills combined with a professional and customer-oriented approach.
• Experience documenting cases accurately in CRM or similar platforms; Salesforce experience advantageous.
• Highly organized with strong multitasking and time management capabilities in dynamic, fast-paced settings.
• Technical writing skills and the ability to convey complex information clearly.
• Familiarity with MS Office suite, Teams, Outlook; ERP and CRM tools experience desirable.
• Knowledge of biologics manufacturing environments and MLT/MT certification are pluses.

Physical Demands and Work Environment

• Proficiency with standard office equipment including computer, printer, copier, and telephone.
• Ability to remain seated and focused for extended periods.
• Effective communication skills via phone and email.
• Capability to lift or carry weights up to 75 pounds.
• Willingness to use personal protective equipment as required.

Additional Information

Nova Biomedical is committed to equal employment opportunity and fosters a diverse and inclusive workplace without discrimination across all employment practices.

Employment is primarily onsite in Frankfurt, Germany, with a remote work option. Compensation aligns with local laws and reflects individual factors such as experience and education.

Joining Nova Biomedical means becoming part of a mission-driven team dedicated to improving global health through scientific innovation and service excellence.