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, we're accelerating innovation, supporting critical workflows, and delivering world-class service across the biopharmaceutical and clinical markets.
Job Summary
Nova Biomedical is looking for a German-speaking Technical Support Specialist II to join our EMEA Technical Support team. This is an opportunity for a technically minded, customer-focused professional who enjoys solving challenging problems, collaborating across international teams, and making a real impact on customer success.
As a key member of our support organisation, you will provide advanced technical assistance to customers, field service engineers, commercial teams, and internal stakeholders across the EMEA region. You will help troubleshoot complex technical issues, support critical laboratory operations, and contribute to the continuous improvement of our products, processes, and customer experience.
Join a team that helps laboratories and healthcare professionals deliver results they can trust!
Responsibilities
- Provide advanced remote technical support for Nova Biomedical instruments and associated systems via phone, email, and remote support tools.
- Troubleshoot complex instrument, application, software, networking, and connectivity-related issues.
- Act as an escalation point for frontline support teams, applying strong analytical and diagnostic skills to drive rapid resolution.
- Support customers, field service engineers, and internal teams throughout the problem-solving process.
- Maintain accurate and detailed case documentation within CRM systems, ensuring compliance with quality and regulatory requirements.
Support Return Material Authorisations (RMAs), service quotations, and customer follow-up activities.- Create and enhance technical documentation, troubleshooting guides, FAQs, and knowledge-base resources.
- Assist with training and knowledge transfer activities for colleagues and cross-functional teams.
- Contribute to departmental KPI achievement and continuous improvement initiatives.
Experience Requirements
Essential skills and experience
- Fluent English and German, written and spoken.
- Experience in technical support, customer support, field service, laboratory support, medical devices, diagnostics, biotechnology, or a similar technical environment.
- Strong troubleshooting and root-cause analysis skills.
- Excellent customer communication skills with the ability to explain complex technical concepts clearly.
- Experience using CRM or case-management systems.
- Understanding of networking principles including TCP/IP, device connectivity, remote access tools, and system integrations.
- Strong organisational skills with excellent attention to detail.
- Ability to manage multiple priorities in a fast-paced, customer-focused environment.
- Collaborative, proactive, and solution-oriented mindset.
Preferred qualifications
- Experience supporting medical devices, laboratory instruments, point-of-care diagnostic systems, or biotechnology equipment.
- Salesforce or similar CRM experience.
- Knowledge of LIS, middleware, hospital networks, or integrated healthcare IT environments.
- Experience creating technical documentation or training materials.
- Additional European language skills.
Education
A degree or equivalent experience in Biomedical Engineering, Medical Technology, Biology, Chemistry, Electronics, Engineering, Life Sciences, or a related technical or scientific discipline is preferred. Equivalent combinations of technical experience and relevant qualifications will also be considered.
Physical Requirements and Working Conditions
- Must be able to use basic office equipment: computer, printer, copier, telephone, etc.
- Must be able to remain stationary for long periods of time
- Must be capable of communicating effectively with customers through various mediums (phone, email)
- Ability to lift/carry up to 75lbs.
- Ability to wear PPE.
Why work for Nova Biomedical
Our compensation and benefits programs are designed to align with all applicable laws and regulations in each country where we operate. Specific offerings may vary by location to ensure compliance with local requirements and to provide employees with support that meets or exceeds regional standards.
Work Location: Hybrid, Frankfurt, Germany
The position involves phone, email, CRM, and remote support activity, with collaboration across multiple countries and internal teams. Some participation in after-hours support is required as part of a rota.
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 candidate’s experience and may vary based on individual factors such as location, skills, and education.
About the Company
At Nova Biomedical, we’re not just building instruments, we’re 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 Nova’s 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, we’re 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 2,000 employees, we’re 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 you're in engineering, science, manufacturing, or support, you’ll 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 what’s next with us at novabiomedical.com
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, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.
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