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About the Role
Lead and develop a team of Customer Care Representatives to support customers relying on Novanta’s precision motion and positioning technologies. Foster a culture of accountability, collaboration, and continuous improvement to ensure responsive, solutions-focused customer support.
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.
Requirements
- Proven ability to lead, coach, and develop teams through clear expectations, performance management, accountability, engagement, and continuous learning.
- Demonstrated success delivering exceptional customer experiences, building trusted customer relationships, and driving customer satisfaction, retention, and service quality.
- 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.
- 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.
- 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.
Skills
- Leadership
- Talent Development
- Customer Focus
- Service Excellence
- Business Execution
- Continuous Improvement
- Digital Fluency
- AI Enablement
- Analytical skills
- Problem-solving
- Organizational skills
- Data analysis
- Process improvement
Location
- The Americas
- Europe
- Asia-Pacific
Work Type
- Full-time
Experience Level
- Supervisor
Salary/Compensations
- $55,100-82,400 per year
- Competitive quarterly sales compensation based on achievement to plan
Benefits
- Full range of medical, financial, and other benefits
About the Company
- Novanta's 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 invented surgery to robotics to 3D metal printing.
- Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific.
- Culture that embraces teamwork, collaboration and empowerment.
- 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.
Equal Opportunity
- 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 +1 781-266-5700 if you need a disability accommodation for any part of the employment process.