POC Support Team Lead — Hybrid Work Options

NOVA Biomedical GmbH; Waltham (MA); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Competitive 401k matching

Hybrid/flexible work arrangements

Professional development & training

Job summary

Nova Biomedical Corporation in Waltham, MA seeks a Supervisor, POC Support to lead a team of Customer Support Specialists and Point-of-Care Support Specialists for the StatStrip and StatSensor lines. The role oversees daily inside technical support, ensures timely issue resolution, and drives customer satisfaction.

Responsibilities include managing escalation, coordinating NovaNet updates at customer sites, and developing training materials while monitoring KPIs and performance metrics for the

Qualifications

• Bachelor's degree in a technical discipline preferred; equivalent experience considered.
• 2–5 years in point-of-care, clinical lab, biotech, or research settings.
• Experience supervising a technical call center or support team is a plus.
• Proficient with Windows 10/11 and Windows Server 2019/2022/2025.
• Experience using remote-access platforms such as VPN, SecureLink, or Citrix.
• Knowledge of relational databases and scripted interfaces; TCP/IP and wireless networking.
• Strong troubleshooting, leadership, and communication skills.

Responsibilities

• Supervise daily Technical Support Hotline and a team of specialists.
• Drive responsiveness and maintain high customer satisfaction metrics.
• Manage escalation processes and coordinate with multiple technical teams.
• Oversee after-hours connectivity support and NovaNet software updates.
• Develop training materials and departmental KPI reporting.
• Recruit, hire, and onboard new employees; conduct performance reviews.

Skills

Leadership

Customer support

Technical troubleshooting

Team management

Windows OS

VPN/Citrix/remote access

Networking basics

SQL/Database basics

Documentation

Education

Bachelor's degree in a technical discipline

Tools

Windows Server 2019/2022/2025

Cisco VPN

SecureLink

Citrix

Job description

Nova Biomedical Corporation in Waltham, MA seeks a Supervisor, POC Support to lead a team of Customer Support Specialists and Point-of-Care Support Specialists for the StatStrip and StatSensor lines. The role oversees daily inside technical support, ensures timely issue resolution, and drives customer satisfaction.

Responsibilities include managing escalation, coordinating NovaNet updates at customer sites, and developing training materials while monitoring KPIs and performance metrics for the