Technical Support Specialist II

Role Overview

• 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.
• Demonstrate advanced attention to detail, follow-up discipline, and a customer-focused, results-driven mindset.
• 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.
• Apply strong advanced analytical, problem-solving, and troubleshooting skills to ensure timely resolution and customer satisfaction.
• Gather data to generate service quotes and provide customers with clear guidance regarding required maintenance or repairs.
• 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.
• Participate in rotating after-hours support to provide 24/7 technical assistance.
• 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.
• Assist the team in maintaining Key Performance Indicators (KPIs) within the technical support group.
• Perform additional responsibilities and tasks as assigned.

Requirements

• 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).
• Fluent in English and German (both written and spoken); additional language skills are considered an advantage.
• Strong technical aptitude with the ability to understand, analyze, and troubleshoot complex systems.
• Solid understanding of networking fundamentals (e.g. TCP/IP, connectivity, device communication, remote access tools) to support effective root cause analysis and resolution of customer issues.
• Ability to interpret system behaviour, logs, and connectivity symptoms to differentiate between application, infrastructure, and network-related problems.
• Experience supporting integrated systems, including interfaces between instruments, middleware, and IT environments (e.g. LIS, hospital networks, or similar).
• 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.
• 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.

Tech Stack

• ERP
• TCP/IP

Benefits

• Health insurance
• Retirement plans
• Professional development