Supervisor POC

Career Opportunities with Nova Biomedical Corporation

Nova Biomedical is an Equal Opportunity Employer in compliance with Affinitive Action in hiring and promoting women, minorities, veterans and individuals with disabilities.

Nova Biomedical:
One Global Brand. One Vision. Together under one name.

Advanced Instruments and Nova Biomedical are now united under one brand,
Nova Biomedical
, marking a major milestone in our journey to deliver greater value to our customers. By combining our strengths, we're accelerating innovation, supporting critical workflows, and delivering world-class service across the biopharmaceutical and clinical markets.

Nova Biomedical is seeking a Supervisor, POC Support to lead a team of Customer Support Specialists and Point-of-Care Support Specialists supporting the Stat Strip and Stat Sensor 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 Nova Net 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.

• 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 Stat Strip and Stat Sensor 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 elevate 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 Nova Net 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.

• 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, Secure Link, Citrix, or…