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.