Technical & Field Support Specialist II

This is a fully remote position, open to applicants in Spain.

📋 Description

• Deliver technical support for end-user Nova instrument systems, encompassing operation, maintenance, troubleshooting, alignments, and resolution of issues.

• Act as an escalated resource for Level I specialists.

• Assist users with instrument operations, maintenance, and troubleshooting via phone, email, and remote access tools.

• Work in collaboration with end users, Field Service, Commercial teams, and internal support to identify issues and formulate solutions.

• Create, document, and oversee customer cases within the CRM system.

• Collect data for service quotes and counsel customers regarding maintenance and repairs.

• Conduct onsite installations, commissioning, qualification, calibration, validation, and preventive maintenance.

• Identify and resolve mechanical, electrical, electronic, software, connectivity, and networking problems.

• Execute Pharmaceutical IQ/OQ, annual OQ, and clinical validation tasks when applicable.

• Manage field inventory, tools, test equipment, and calibration documentation.

• Assist with field upgrades, modifications, software releases, and corrective measures.

• Contribute to KPI achievement, continuous improvement initiatives, and knowledge base expansion.

• Participate in after-hours support and emergency response for customers.

• Support special projects, investigations, and technical assessments.

• Develop and evaluate technical materials such as troubleshooting guides, field procedures, FAQs, and customer documentation.

• Aid in the training of Technical Product Specialists, Field Service teams, and Commercial teams.

• Issue Return Material Authorizations and coordinate subsequent actions.

• Undertake additional assigned duties.

⛳️ Requirements

• Proficient in both written and spoken English and Spanish.

• Minimum of 14 years of experience in customer support, technical support, or similar customer-facing roles.

• Demonstrated ability to diagnose and troubleshoot intricate technical issues in a customer-oriented setting.

• Strong technical proficiency in analyzing and troubleshooting complex systems.

• Capacity to convey complex technical information effectively, both verbally and in writing.

• Experience in technical writing and meticulous CRM or case-management documentation.

• Excellent interpersonal and customer service abilities.

• Strong analytical and problem-solving competencies.

• Proficient in MS Office, Teams, and Outlook.

• Solid overall computer skills; familiarity with ERP and CRM systems is a plus.

• Knowledge of biologics production/manufacturing environments is advantageous.

• Bachelor’s degree or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, or Electronics.

• Ability to operate basic office equipment.

• Capability to remain stationary for extended periods.

• Ability to lift and carry up to 75 lbs.

• Willingness to wear PPE.

• MLT/MT certification is a benefit.

🏝️ Benefits

• Opportunities for innovation and professional advancement.

• A collaborative and empowered workplace culture.

• Mission-driven work that contributes to global health initiatives.

• Commitment to employee development.