Nova Biomedical One Global Brand One Vision Together under one name Advanced Instruments and Nova Biomedical are now united under one brand Nova Biomedical marking a major milestone in our journey to deliver greater value to our customers By combining our strengths were accelerating innovation supporting critical workflows and delivering world class service across the biopharmaceutical and clinical markets Job Summary The Technical Support Specialist II handles advanced phone and email support for Nova Biomedical users troubleshooting complex issues guiding customers on product operation and documenting cases in CRM The role works with Commercial and in house teams to determine support needs whether virtual or onsite The Technical & Field Support Specialist offers expert remote and field services including installation maintenance repair validation training and escalation management Success requires analytical thinking clear documentation and a customer focused mindset The responsibility of this role ensures product performance and effective technical support Responsibilities Provide technical support for end user instrument systems including operation maintenance troubleshooting performing alignments and resolving technical issues for Nova instrumentsServe as an escalation point and resource for Level I specialists by diagnosing issues that require deeper technical expertise and broader product knowledgeDeliver 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 solutionsCreate 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 standardsGather data to generate service quotes and provide customers with clear guidance regarding required maintenance or repairsPerform onsite installations commissioning qualification calibration validation and preventative maintenance activitiesDiagnose and repair mechanical electrical electronic software connectivity and networking issuesPerform Pharmaceutical IQOQ annual OQ and clinical validation activities where applicableProvide onsite and remote customer support via telephone email and remote access toolsMaintain field inventory tools test equipment and calibration recordsSupport field upgrades modifications software releases and corrective actionsAssist with KPI achievement continuous improvement initiatives and knowledge base developmentParticipate in after hours support and emergency customer response coverageSupport departmental and customer driven special projects by applying learned techniques contributing to investigations and developing initial reports or analyses for senior reviewCreate and review medium to high complexity technical contentsuch as troubleshooting guides field procedures FAQs and customer facing documentationin collaboration with senior team membersAssist in training new Technical Product Specialists Field Service teams and Commercial teamsIssue Return Material Authorizations RMAs and coordinate follow up actions with customersParticipate in special projects for customers or the Technical Support department as neededPerform additional responsibilities and tasks as assignedExperience Requirements QualificationsSkillsFluent in written and spoken English and SpanishProven experience diagnosing and troubleshooting complex technical issues in a customer facing environment medical device point of care clinical lab or research lab experience preferredStrong technical aptitude with the ability to understand analyze and troubleshoot complex systemsDemonstrated ability to communicate complex technical information in a clear easy to understand manner both verbally and in writingExperience with technical writing and accurate case documentation within CRM or case management systems Salesforce experience a plusStrong interpersonal skills with a customer service oriented mindset and professional positive team focused attitude14 years of experience in customer support technical support or related customer facing rolesHighly organized and detail oriented with strong time management abilities and a track record of meeting deadlinesAbility to multitask effectively and manage shifting priorities in a fast paced pressurized self directed work environmentResourceful and capable of working independently while also contributing effectively within a teamExcellent analytical and problem solving skillsProficient with MS Office Teams Outlook; strong computer skills overall; ERP experience and familiarity with CRM systems are advantageousFamiliarity with biologics productionmanufacturing environments is beneficialEducation and ExperienceMinimum BS or equivalent in Chemistry Biology Medical Technology Biomedical Engineering or ElectronicsClinical or biotechnology laboratory background with 0 2 years of experience preferred2 years customer facing experience preferredMLTMT certification is a plusPhysical Requirements and Working Conditions Must be able to use basic office equipment computer printer copier telephone etcMust be able to remain stationary for long periods of timeMust be capable of communicating effectively with customers through various mediums phone emailAbility to liftcarry up to 75 lbsAbility to wear PPEWhy Work for Nova Biomedical Nova Biomedical believes in transparency and integrity throughout all we do including compensation The provided salary range for this role represents the expected base salary or hourly rate for this opening Presente compensation will be commensurate with the candidates experience and may vary based on individual factors such as location skills and education Work Location Remote Remote with travel to customer sites around Madrid area Nova Biomedical believes in transparency and integrity throughout all we do including compensation The provided salary range for this role represents the expected base salary or hourly rate for this opening Actual compensation will be commensurate with the candidates experience and may vary based on individual factors such as location skills and education About the company At Nova Biomedical were not just building instruments were powering breakthroughs that improve lives Our smart science driven solutions are trusted in over 100 countries to speed drug development and enhance patient care Our integration brings together more than 70 years of scientific excellence with Novas cutting edge innovation forming a powerhouse of precision purpose and possibility With FDA registered ISO certified manufacturing more than 125 FDA approvals and industry trusted diagnostics were setting new standards in quality and reliability Nova Biomedical is proud to be a global leader in osmolality testing and biotechnology and in vitro diagnostic IVD instrumentation dedicated to advancing patient care and scientific discovery with a legacy that continues to shape the future of life sciences With headquarters in Norwood and Waltham Massachusetts and a global team of nearly 2000 employees were building a collaborative empowered culture grounded in shared values Customer Centricity Ingenuity Ownership & Accountability Collaboration and Integrity Working at Nova Biomedical means joining a mission driven organization where your contributions matter Whether youre in engineering science manufacturing or support youll be part of a team that values innovation invests in your growth and is committed to making a real world impact on global health Explore whats next with us at novabiomedicalcom EEO Statement Nova Biomedical takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce As a part of our commitment to a diverse and inclusive workforce Nova Biomedical will continue to take steps to assure that recruitment hiring assignment promotion compensation and all other personnel decisions are made and administered without regard to race religion colour national origin citizenship sex sexual orientation gender identity gender expression veteran status age mental or physical disability genetic information or any other protected class Privacy policy httpsadvancedinstrumentsshowpadcomshareDmsEd5QTLlqemTYABlvDW

📌 Technical & Field Support Specialist II (España)
🏢 Nova Biomedical
📍 España