Technical Support Specialist II EMEA

About the company

Nova Biomedical has brought Advanced Instruments and Nova Biomedical together under a single global brand. The combined organization is focused on delivering stronger customer value through faster innovation, dependable support, and better outcomes across biopharmaceutical and clinical markets.

The company develops science-led instruments that support critical workflows and healthcare improvement in more than 100 countries. With more than 70 years of combined scientific experience, FDA-registered and ISO-certified manufacturing, over 125 FDA approvals, and a global workforce of nearly 2,000 people, Nova Biomedical is positioned as a major name in osmolality testing and IVD instrumentation.

The culture is built around customer centricity, ingenuity, ownership and accountability, collaboration, and integrity. Team members across engineering, science, manufacturing, and support contribute to a mission of improving lives through innovation.

About the role

The Technical Support Specialist II will deliver advanced technical help by phone and email to end users, field staff, and internal teams using Nova Biomedical products. This position involves diagnosing complex instrument problems, helping customers with operation and maintenance questions, and keeping CRM records accurate and complete.

The role works closely with Field Service, Commercial, and internal support teams to assess issues, share information, and decide whether a case can be resolved remotely or needs onsite support. Strong analysis, thorough case notes, and a customer-first mindset are essential to success in this role.

Key responsibilities

• Support users of Nova instruments with operation, maintenance, alignment tasks, troubleshooting, and issue resolution.
• Act as an escalation contact for Level I specialists when deeper product knowledge or diagnosis is required.
• Communicate clearly and professionally with customers and colleagues across different technical backgrounds.
• Work with end users, Field Service, Commercial teams, and internal support functions to identify root causes and solutions.
• Maintain detailed CRM case records, including symptoms, troubleshooting actions, outcomes, and final resolutions in line with quality and medical device standards.
• Use advanced analytical and troubleshooting skills to resolve issues efficiently and improve customer satisfaction.
• Collect information needed to prepare service quotes and explain maintenance or repair needs to customers.
• Contribute to departmental and customer-specific projects, including investigations, early-stage analysis, and reporting for senior review.
• Help develop and review technical materials such as troubleshooting guides, field procedures, FAQs, and customer-facing documents.
• Take part in rotating after-hours coverage to provide 24/7 technical assistance.
• Support training for new Technical Product Specialists, Field Service teams, and Commercial teams.
• Issue Return Material Authorizations and manage related customer follow-up actions.
• Support special projects for customers and the Technical Support department as required.
• Help the team meet key performance indicators.
• Complete any other duties assigned by management.

What we are looking for

We are seeking someone with proven experience resolving complex technical issues in a customer-facing environment, ideally within medical devices, point-of-care, clinical laboratory, or research laboratory settings. The ideal candidate should have strong technical understanding, excellent communication skills, and the ability to handle multiple priorities in a fast-moving environment.

Fluency in English and German, both written and spoken, is required. Additional languages are an advantage.

The role also calls for a solid grasp of networking fundamentals such as TCP/IP, connectivity, remote access tools, and device communication, plus the ability to interpret logs and system behavior to distinguish application, infrastructure, and network issues. Experience with integrated systems such as LIS, middleware, hospital networks, or similar IT environments is valuable.

Strong documentation ability is important, along with experience using CRM or case-management tools; Salesforce knowledge is a plus. A customer-service mindset, a positive team attitude, and the ability to work both independently and collaboratively are important.

Education and experience

• Minimum BS degree or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, or Electronics.
• 1–4 years of experience in customer support, technical support, or a similar customer-facing role.
• Clinical or biotechnology laboratory background with 0–2 years of experience is preferred.
• More than 2 years of customer-facing experience is preferred.
• MLT/MT certification is an advantage.
• Experience troubleshooting networking concepts such as TCP/IP, connectivity, and system integration in a support environment is required.

Technical and workplace skills

• Advanced troubleshooting and root cause analysis
• Customer support and service communication
• Technical documentation and case management
• Networking fundamentals
• CRM systems
• Microsoft Office, Teams, and Outlook
• ERP systems
• Cross-functional collaboration
• Time management and prioritization
• Analytical thinking
• Independent problem-solving
• Technical writing

Physical requirements

• Ability to use standard office equipment such as a computer, printer, copier, and telephone.
• Must be able to stay in a stationary position for extended periods.
• Must be able to communicate effectively with customers by phone and email.
• Ability to lift and carry up to 75 lbs.
• Must be able to wear PPE.

Work location and employment notes

This is an onsite position based in Frankfurt, Germany.

The company states that compensation and benefits are aligned with applicable local laws and regulations, and that offerings may vary by location. The base salary or hourly rate will depend on experience, skills, education, and location.

Equal opportunity statement

Nova Biomedical is an equal opportunity employer and considers all employment decisions without regard to protected characteristics including race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, disability, genetic information, or any other protected class.

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