Technical Support Specialist Team Lead

Nova Biomedical has united Advanced Instruments and Nova Biomedical under one brand, combining strengths to accelerate innovation and deliver world-class service across biopharmaceutical and clinical markets.

About the role

The Technical Support Specialist, Team Lead serves as the subject matter expert for their assigned product line, providing comprehensive phone and email support to end users, field personnel, and internal teams. This role requires strong technical expertise with Nova Biomedical products to troubleshoot complex issues, guide customers through operation and maintenance, and ensure accurate CRM documentation. The Team Lead collaborates with Technical Support, Field Service, Commercial teams, and internal stakeholders to coordinate information and determine when virtual or onsite support is required. In addition to customer support, the Team Lead advances technical support initiatives, including technical documentation development, process improvements, project ownership, and team resource coordination.

Responsibilities

• Coordinate across departmental boundaries to enhance technical support productivity and processes.
• Serve as the escalation point and technical resource for Product Support Specialists within the designated product group.
• Diagnose complex technical issues requiring advanced troubleshooting expertise and cross-functional collaboration.
• Support departmental and customer-driven special projects through investigations, analysis, and reporting.
• Act as the primary point of contact for technical support production projects, including ownership of associated documentation.
• Delegate project activities as appropriate while ensuring timely completion.
• Serve as the lab liaison (when onsite) to ensure hazardous waste management, PPE compliance, and lab cleanliness standards are maintained.
• Draft and coordinate on-call schedules and lab maintenance schedules for management review.
• Create and review technical documentation including troubleshooting guides, field procedures, FAQs, and customer-facing support materials.
• Collaborate with Technical Support, Field Service, Commercial teams, and internal departments to resolve complex customer issues.
• Perform additional responsibilities and assignments as required.

Requirements

• Bachelor’s degree or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, Electronics, or a related field.
• Clinical or biotechnology laboratory background preferred.
• MLT/MT certification is a plus.
• Familiarity with biologics production and manufacturing environments is beneficial.
• Minimum of 5 years of experience in customer support, technical support, or related customer-facing roles.
• Proven experience diagnosing and troubleshooting complex technical issues in customer-facing environments.
• Medical device, point-of-care, clinical laboratory, or research laboratory experience preferred.
• Strong technical aptitude with the ability to analyze and troubleshoot complex systems.
• Demonstrated ability to communicate technical information clearly and effectively, both verbally and in writing.
• Experience with technical writing and documentation within CRM or case management systems.
• Salesforce experience preferred.
• Strong interpersonal, customer service, and leadership skills.
• Highly organized with excellent time management and prioritization capabilities.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Proficiency with Microsoft Office, Teams, Outlook, ERP systems, and CRM applications.

Physical Requirements and Working Conditions

• Ability to work at a computer for extended periods.
• Ability to lift and carry up to 25–50 pounds as required.
• Ability to communicate effectively via phone, video, and written communication.
• Ability to occasionally move about the office to access meetings or resources.

Benefits

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program, Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks in Norwood, MA, Billerica, MA, and Westbrook, ME offices
• Company subsidized cafeteria in Waltham, MA office

Pay

Targeted salary range: $95,000–$100,000/yr.

About the Company

Nova Biomedical delivers smart, science-driven solutions trusted in over 100 countries to speed drug development and enhance patient care. The integration of Advanced Instruments and Nova Biomedical combines more than 70 years of scientific excellence with cutting-edge innovation. With FDA-registered, ISO-certified manufacturing, over 125 FDA approvals, and industry-trusted diagnostics, Nova Biomedical sets new standards in quality and reliability. Headquartered in Norwood and Waltham, Massachusetts, Nova Biomedical employs nearly 2,000 people globally and fosters a collaborative, mission-driven culture grounded in values such as Customer Centricity, Ingenuity, Ownership & Accountability, Collaboration, and Integrity.