Customer Care Supervisor

Location: City of Syracuse

## Customer Care Supervisor Apply locations:
North Syracuse, NYtime type:
Full time posted on:
Posted Todayjob requisition :
R009610
** Build a career powered by innovations that matter!
** At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible.  We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing.

Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific.  Looking for a great place to work?  You have found it with a culture that embraces teamwork, collaboration and empowerment.  Come explore Novanta.

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
** Primary 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.
** Required Experience, Education, Skills, Training and Competencies**
* ** 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…