Supervisor POC

Nova Biomedical Corporation • Waltham, MA

3d • Hybrid

About The Position

Nova Biomedical is seeking a Supervisor, POC Support to lead a team of Customer Support Specialists and Point-of-Care Support Specialists supporting the StatStrip and StatSensor product lines. This role is responsible for overseeing daily inside technical support operations while ensuring responsiveness to customer needs, thorough resolution of technical issues, and a consistently high level of customer satisfaction. The Supervisor, POC Support will manage the technical support escalation process, ensure accurate documentation of customer interactions, and oversee appropriate follow-up activities. This position will also manage after-hours connectivity support and coordinate required NovaNet software and firmware updates at customer locations. In addition to providing technical and operational leadership, the Supervisor will develop departmental training materials, establish and monitor Key Performance Indicators, and regularly report performance metrics to Service and Support management.

Requirements

• Bachelor of Science degree in a technical discipline preferred; equivalent relevant professional experience may be considered.
• Two to five years of experience in point-of-care, clinical laboratory, biotechnology, or research laboratory settings.
• Experience managing or supervising a technical call center or support organization is a plus.
• Experience with Windows 10 and Windows 11 operating systems.
• Experience with Microsoft Server 2019, 2022, or 2025.
• Experience using remote-access software and platforms such as Cisco VPN, SecureLink, Citrix, or comparable technologies.
• Working knowledge of relational databases, PHP, and scripted interfaces.
• Strong understanding of TCP/IP and wireless networking.
• Strong understanding of web-based servers such as Microsoft Internet Information Services.
• Strong connectivity, data-management, and Laboratory Information System or Hospital Information System background preferred.
• Strong understanding of Nova Biomedical products and core technologies, including hardware, firmware, and software, or the ability to develop this knowledge through training.
• Strong technical troubleshooting, diagnostic, and root-cause analysis skills.
• Strong interpersonal, leadership, and people-management skills.
• Excellent written and verbal communication skills with the ability to explain technical information clearly.
• Ability to oversee customer escalations and coordinate effective problem resolution across multiple technical teams.
• Experience developing employee training materials, technical documentation, or customer-facing technical bulletins.
• Ability to establish, monitor, and report departmental KPIs and performance metrics.
• Ability to coach employees, conduct performance reviews, and support employee development.
• Strong organizational and prioritization skills with the ability to manage multiple customer and operational priorities.

Responsibilities

• Supervise the day-to-day activities of the Technical Support Hotline.
• Lead and support a team of Customer Support Specialists and Point-of-Care Support Specialists supporting the StatStrip and StatSensor product lines.
• Ensure a high level of responsiveness to customer needs and maintain a strong focus on customer satisfaction.
• Oversee daily inside technical support activities and ensure customer interactions are resolved completely and thoroughly.
• Manage the technical support call escalation process and coordinate additional assistance when needed.
• Support Field Support Specialists, Hotline Specialists, and Field Applications Specialists by telephone to determine the root cause of hardware, firmware, and software issues involving products in the field.
• Communicate directly with end users of Nova Biomedical products to ensure consistent and accurate technical information is exchanged between customers and internal teams.
• Collaborate closely with Technical Product Connectivity Managers, Field Service Engineers, and management to address customer concerns and escalate issues as appropriate.
• Ensure customer calls, technical issues, troubleshooting activities, and service actions are documented accurately and completely.
• Ensure appropriate follow-up is completed for customer interactions and unresolved technical issues.
• Manage after-hours connectivity technical support activities.
• Coordinate NovaNet product updates at customer locations, including the installation and documentation of required software and firmware upgrades.
• Develop and maintain departmental training documentation.
• Develop departmental Key Performance Indicators and regularly submit performance reports to Service and Support management.
• Drive achievement of departmental KPIs, service standards, and performance expectations.
• Write Customer Information Bulletins and Technical Information Bulletins.
• Recruit, hire, and onboard new employees.
• Provide ongoing employee training, coaching, and professional development.
• Conduct biweekly one-on-one meetings with direct reports.
• Complete employee performance reviews and annual compensation reviews.
• Promote strong interpersonal communication, collaboration, accountability, and problem-solving across the support organization.

Benefits

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program
• Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
• Company subsidized cafeteria in our Waltham, MA office

What This Job Offers

• Job Type: Full-time
• Career Level: Manager