Customer Care Supervisor

Novanta Inc.•North Syracuse, NY

1d•$55,100 - $82,400•Onsite

About The Position

As a Customer Care Supervisor within Novanta’s Positioning Solutions business, you will lead and develop a team of Customer Care Representatives dedicated to supporting customers who rely on Novanta’s precision motion and positioning technologies for life sciences, medical, imaging, and automation applications. You will foster a culture of accountability, collaboration, and continuous improvement while ensuring customers receive responsive, solutions-focused support. Working closely with Sales, Operations, Engineering, and Supply Chain, you will help drive customer satisfaction through effective order management, issue resolution, and service excellence across the customer lifecycle. Your leadership will contribute to operational performance, customer retention, and the continued growth of Novanta’s Positioning Solutions business. Your ability to develop talent, drive continuous improvement, and embrace AI-enabled technologies will strengthen customer loyalty, improve operational excellence, and contribute directly to the growth and success of Novanta's Positioning Solutions business. Positioning Solutions is part of Novanta’s Precision Medicine portfolio and focuses on providing highly precise motion and positioning technologies used in life science, medical, imaging, and analytical instrumentation applications. These solutions help OEM customers achieve extremely accurate movement, focus, and alignment in complex systems where precision is critical.

Requirements

Leadership & Talent Development: Proven ability to lead, coach, and develop teams through clear expectations, performance management, accountability, engagement, and continuous learning.
Customer Focus & Service Excellence: Demonstrated success delivering exceptional customer experiences, building trusted customer relationships, and driving customer satisfaction, retention, and service quality.
Business Execution & Continuous Improvement: Strong analytical, problem-solving, and organizational skills with the ability to manage competing priorities, leverage data to guide decisions, and drive process improvements in a fast-paced environment.
Digital Fluency & AI Enablement: Demonstrated ability to leverage business systems, data, reporting tools, automation, and AI-enabled technologies to improve team productivity, customer responsiveness, operational efficiency, and decision-making. Embraces new technologies, drives digital adoption, and uses insights to enhance both employee effectiveness and the customer experience.

Responsibilities

Lead, coach, and develop a team of Customer Care Representatives to deliver exceptional customer service, drive engagement, and achieve performance goals.
Oversee day-to-day customer care operations, including workload management, service execution, performance monitoring, and adherence to established service standards.
Resolve escalated customer issues by collaborating with customers and cross-functional teams to identify solutions, remove barriers, and ensure timely resolution.
Drive continuous improvement by leveraging customer insights, service metrics, and operational data to enhance team effectiveness, customer satisfaction, and overall business performance.