Customer Care Supervisor

Novanta Inc.; New York (NY); Hybrid; USD 55,000 - 82,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid time off

Competitive compensation

Job summary

Novanta Inc. is seeking a Customer Care Supervisor in New York to lead a team of Customer Care Representatives supporting life sciences, medical, imaging, and automation applications.

You will drive order management, issue resolution, and service excellence across the customer lifecycle, collaborating with Sales, Operations, Engineering, and Supply Chain. You're a hands-on leader who fosters accountability, continuous improvement, and talent development, leveraging AI-enabled tools to boost

Qualifications

• Experience leading and developing teams with clear expectations and accountability.
• Proven record of delivering exceptional customer experiences and driving satisfaction.
• Ability to manage competing priorities and use data to guide decisions.
• Experience using business systems, data, and AI-enabled tools to boost productivity.

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.

Skills

Leadership

Customer Focus

Analytical Skills

AI Enablement

Job description

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.

Customer Care Supervisor

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.

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 experience.

Physical Requirements

Ability to remain in a stationary position for extended periods while working at a computer or on the phone. Ability to operate standard office equipment. Light physical effort, such as lifting up to 10 pounds, may be required.

Travel Requirements

No regular travel required.

Compensation and Benefits

• The base pay for this position is $55,100-82,400 per year depending on the geographic market.
• This position provides an opportunity for competitive quarterly sales compensation based on an achievement to plan.
• Novanta supports all aspects of your life's needs.
• This position provides a full range of medical, financial, and other benefits to make your quality of life better.

Equal Employment Opportunity Statement

Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy. Please call [phone] if you need a disability accommodation for any part of the employment process.

Company Overview

Solving complex challenges, delivering innovations that matter! Novanta is a leading global supplier of core technology solutions that give medical, life science, and advanced industrial original equipment manufacturers a competitive advantage. We combine deep proprietary expertise and competencies in precision medicine, precision manufacturing, robotics and automation, and advanced surgery with a proven ability to solve complex technical challenges. This enables Novanta to engineer proprietary technology solutions that deliver extreme precision and performance, tailored to our customers' demanding applications. The driving force behind our growth is the team of innovative professionals who share a commitment to innovation, the Novanta Growth System, and our customers’ success. Novanta’s common shares are quoted on Nasdaq under the ticker symbol "NOVT".