Hiring: Supervisor POC Company: Nova Biomedical Location: Waltham, MA Job Posted Time: 2026-09-10 10:18:46 Employment Type: Remote Target Skills & Keywords : Firmware, PHP, TCP/IP, VPN About the job Required Skills: •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. •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. Qualifications: •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. •Solid functional working knowledge of relational databases, PHP, and scripted interfaces. •In-depth knowledge of TCP/IP and wireless networking. •In-depth knowledge of web-based servers such as Microsoft Internet Information Services. •Strong connectivity, data-management, and Laboratory Information System or Hospital Information System background preferred. •In-depth knowledge 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. Compensation: •$110,000 - $120,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!