Technical Support Specialist II (German-Speaking Hotline)

Role Overview

This full-time, onsite Technical Support Specialist II role with Nova Biomedical is based in Mörfelden-Walldorf, within the Frankfurt Rhine-Main Metropolitan Area. Candidates should consider commuting specifically to Mörfelden due to public transportation reliability concerns.

Key Responsibilities

• Provide professional and clear phone and email support to end users, field staff, and internal teams using Nova Biomedical products, emphasizing clinical environments.
• Handle a high volume of clinical inquiries from healthcare professionals prioritizing patient care across medical practices and hospitals.
• Offer advanced technical assistance focused on instrument operation, maintenance, and troubleshooting, primarily through phone support.
• Act as an escalation point for Level I specialists to resolve complex technical issues requiring in-depth product knowledge.
• Document and manage customer cases meticulously within the CRM platform, adhering to medical device industry standards for issue resolution.
• Collaborate with end users, Field Service, and Commercial departments to determine whether virtual or onsite assistance is necessary.
• Support internal projects, prepare service quotes, authorize product returns (RMA), and aid in onboarding and training new team members.

Essential Qualifications and Experience

• Fluent proficiency in German and English, both spoken and written, with clear telephone communication and minimal accent for ease of understanding.
• Between one and four years of experience in customer or technical support, ideally within clinical or biotechnology laboratory environments.
• Educational or professional background in chemistry, biology, medical technology, biomedical engineering, or electronics is highly desirable.
• Strong technical capabilities, including understanding networking basics like TCP/IP, remote access tools, and experience supporting integrated laboratory information systems (LIS) or hospital networks.
• Excellent interpersonal skills including empathy, efficient communication, and strong organizational abilities valued in fast-paced healthcare settings.