About the job

Technical Support Specialist II (German-Speaking Hotline)

Location: Frankfurt (on site)

Role Summary

Provide advanced phone and email support to end users, field personnel, and internal teams using Nova Biomedical products. The German hotline handles a high volume of clinical calls from busy healthcare professionals in medical practices and hospitals who prioritize patient care. This is primarily a support and functional role rather than a field technician role, with interactions taking place mostly over the phone and rare onsite visits

Key Responsibilities

• Deliver clear, professional communication and technical support for end-user instrument systems, including operation, maintenance, and troubleshooting
• Serve as an escalation point for Level I specialists by diagnosing complex issues requiring broader product knowledge
• Manage customer cases in the CRM system with detailed records of issues, troubleshooting steps, and resolutions meeting medical device industry standards
• Collaborate closely with end users, Field Service, and Commercial teams to coordinate information and determine virtual or onsite support needs
• Support departmental projects, generate service quotes, issue Return Material Authorizations (RMAs), and assist in training new team members

Qualifications & Requiremts

• Language Skills: Fluent in English and German (both written and spoken). Because support is heavily phone-based, candidates must be very easy to understand over the phone with a minimal accent
• Background & Experience: 1 to 4 years of experience in customer support, technical support, or related customer-facing roles. A background in a clinical or biotechnology laboratory (such as chemistry, biology, medical technology, biomedical engineering, or electronics) is strongly preferred
• Technical Skills: Strong technical aptitude with solid understanding of networking fundamentals (TCP/IP, connectivity, remote access tools) and experience supporting integrated systems like LIS or hospital networks
• Soft Skills: Exceptional communication, empathy, efficiency, and organization to support fast-paced healthcare environments.