Supervisor, POC Support (Medtech)

Location: Onsite in Waltham, Massachusetts, United States

Salary: $110,000–$120,000 annually

Company

hirify.global develops point-of-care, biotechnology, and in vitro diagnostic instruments that support drug development, clinical workflows, and patient care.

What you will do

• Supervise the Technical Support Hotline and lead Customer Support Specialists and Point-of-Care Support Specialists supporting StatStrip and StatSensor products.
• Manage technical support escalations, customer follow-up, documentation, and issue resolution.
• Support field and applications teams in diagnosing hardware, firmware, software, connectivity, and networking issues.
• Manage after-hours connectivity support and coordinate NovaNet software and firmware updates at customer locations.
• Develop training materials, customer and technical information bulletins, departmental KPIs, and performance reports.
• Recruit, onboard, coach, and evaluate employees while conducting regular one-on-one and compensation reviews.

Requirements

• Bachelor of Science degree in a technical discipline preferred, or equivalent relevant professional experience.
• Two to five years of experience in point-of-care, clinical laboratory, biotechnology, or research laboratory environments.
• Experience with Windows 10/11, Microsoft Server, remote-access platforms, relational databases, PHP, scripted interfaces, TCP/IP, wireless networking, and Microsoft Internet Information Services.
• Strong technical troubleshooting, diagnostic, root-cause analysis, leadership, communication, organization, and people-management skills.
• Ability to establish and report KPIs, develop technical documentation, coach employees, and coordinate resolutions across multiple technical teams.
• Ability to work onsite in Waltham, Massachusetts and communicate effectively by phone, video, and in writing.

Culture & Benefits

• Flexible medical, dental, and vision coverage.
• Competitive 401(k) company match, bonus program, generous paid time off, and paid holidays.
• Tuition reimbursement and professional development opportunities.
• Hybrid and flexible work arrangements are offered by the company, while this position is designated onsite in Waltham.
• Office-based lunch, snack, and cafeteria benefits at selected Massachusetts and Maine locations.
• Culture centered on customer centricity, ingenuity, ownership and accountability, collaboration, and integrity.