Tier 3 Technical Support Specialist
Job Description
Job Description
Join the Innovation Engine at Advanced Instruments, a part of Nova Biomedical
At Advanced Instruments, now proudly part of Nova Biomedical, we’re not just building instruments, we’re powering breakthroughs that improve lives. As a global leader in analytical technologies for the biopharmaceutical and clinical markets, our solutions are trusted in over 100 countries to accelerate drug development and enhance patient care.
Together, we are united by a bold vision: to improve the health of every patient through innovation and excellence. Our mission is to deliver smart, science-driven solutions that optimize processes, increase efficiency, and ensure confidence in results—ultimately leading to better outcomes for patients and providers alike.
Our integration brings together over 70 years of scientific excellence with Nova’s cutting-edge innovation, forming a powerhouse of precision, purpose, and possibility. From FDA-registered, ISO-certified manufacturing to 125+ FDA approvals and industry-trusted diagnostics, we set the standard for quality and reliability. Advanced Instruments is also the global leader in osmolality testing, with a legacy of innovation that continues to shape the future of life sciences.
With headquarters in Norwood and Waltham, Massachusetts, and a growing global presence of 1,965 employees, we’re building an empowered, collaborative culture grounded in our shared values: Customer Centricity, Ingenuity, Ownership & Accountability, Collaboration, and Integrity. We’re honoring our founder led legacies—and shaping a future defined by impact.
Explore what’s next with us at http://www.novabiomedical.com or https://www.aicompanies.com
About the role
Tier 3 Technical Support Specialist is a customer facing resource responsible for escalated phone and email support to customers using Advanced Instruments’ (Osmo, Solentim, Artel) products. You will need to have a strong technical understanding to help diagnose intricate issues and assist with a customer’s overall satisfaction by finding a quick resolution/resolution plan. You will also provide exemplar customer service to provide the best outcomes.
What we are looking for in you
- Specialization in one or more instruments/processes (ie: Artel, Solentim, Osmo, Legacy Instruments, New Releases, Networking, Distributors, Documentation, etc)
- Provide in depth technical support for clients focusing on troubleshooting complex issues
- Ability to create action plans for customer issues
- Work with other departments on customer issues and to create best practices for future issues
- Strong technical case documentation ability in accordance with medical device industry requirements and our company’s standard of excellence
- Excellent problem solving and troubleshooting skills
- Proficient attention-to-detail and follow-up skills; customer-focused and results-oriented attitude
- Strong oral and written communications skills
- Collaborate with Tier 1 to ensure quotes are generated and customer information is accurate
Qualifications
- Experience with durable goods manufacturing technologies and industry-specific software platforms
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE)
- Familiarity with PLC programming, SCADA systems, and industrial automation protocols
- Prior experience in mentoring or leading technical support teams
- Knowledge of ITIL framework and best practices in technical support service management
- Ability to commute to Norwood office, three days a week
What's in it for you?
- Flexible Medical, Dental, & Vision Coverage
- Competitive 401k company match
- Bonus Program, Generous PTO and paid holidays
- Generous Tuition reimbursement
- Professional development, engagement and events
- Company marketplace for lunch and snacks!
EEO Statement:
Advanced Instruments 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, Advanced Instruments 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 identify, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.
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