> Markdown version of [/jobs/ext/2020509-technical-field-support-specialist-ii](https://www.wearedevelopers.com/jobs/ext/2020509-technical-field-support-specialist-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical & Field Support Specialist II - **Company:** Nova Biomedical - **Location:** Madrid, Spain - **Contract:** Permanent contract - **Skills:** Microsoft Outlook, Network Troubleshooting, Microsoft Office, Salesforce.Com - **Published:** August 11, 2026 - **Apply:** http://novabio.hrmdirect.com/employment/job-opening.php?req=3766824&req_loc=1423957&& ## About the Role * Fluent in written and spoken English and Spanish. * 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). * Strong technical aptitude with the ability to understand, analyze, and troubleshoot complex systems. * 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. * 1-4 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., * Minimum BS or equivalent, in Chemistry, Biology, Medical Technology, Biomedical Engineering or Electronics. * Clinical or biotechnology laboratory background with 0-2 years of experience preferred. * 2+ years customer facing experience preferred. * MLT/MT certification is a plus. 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 75 lbs. * Ability to wear PPE. ## Description The Technical Support Specialist II handles advanced phone and email support for Nova Biomedical users, troubleshooting complex issues, guiding customers on product operation, and documenting cases in CRM. The role works with Commercial and in-house teams to determine support needs, whether virtual or onsite. The Technical & Field Support Specialist offers expert remote and field services, including installation, maintenance, repair, validation, training, and escalation management. Success requires analytical thinking, clear documentation, and a customer-focused mindset. The responsibility of this role ensures product performance and effective technical support., * 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. * 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. * Gather data to generate service quotes and provide customers with clear guidance regarding required maintenance or repairs. * Perform onsite installations, commissioning, qualification, calibration, validation and preventative maintenance activities. * Diagnose and repair mechanical, electrical, electronic, software, connectivity, and networking issues. * Perform Pharmaceutical IQ/OQ, annual OQ, and clinical validation activities where applicable. * Provide onsite and remote customer support via telephone, email, and remote access tools. * Maintain field inventory, tools, test equipment, and calibration records. * Support field upgrades, modifications, software releases, and corrective actions. * Assist with KPI achievement, continuous improvement initiatives and knowledge base development. * Participate in after-hours support and emergency customer response coverage. * 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. * 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. * Perform additional responsibilities and tasks as assigned. ## Related Videos - [Designing How Work Feels: The Science Behind Sanofi’s Workplace Experience](https://www.wearedevelopers.com/videos/1848-designing-how-work-feels-the-science-behind-sanofi-s-workplace-experience) - [Claude, MCP and n8n, or: How to Automate Your Day with AI-powered Workflows](https://www.wearedevelopers.com/videos/2043-claude-mcp-and-n8n-or-how-to-automate-your-day-with-ai-powered-workflows) - [Geometric deep learning for drug discovery](https://www.wearedevelopers.com/videos/264-geometric-deep-learning-for-drug-discovery) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) ## Related Articles - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [7 Most Popular Web Developer Jobs in Europe](https://www.wearedevelopers.com/magazine/163-7-most-popular-web-developer-jobs-in-europe) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)