Team Leader, Customer Site

What will you do?

The position leads the daily supervision of a small team of customer site-based personnel, enabling the team to consistently deliver high levels of customer service.

• Oversight of service offerings: order/stockroom/dock management, procurement, material handling, chemical tracking, glass wash, autoclave, aliquoting, media/reagent preparation, and cell culture support operations
• Effectively lead a diverse cross-functional team of on-site lab specialists
• Responsible for complete employee lifecycle management: new hire selection, identification of training needs and solutions, coordinating development training, and employee performance evaluations
• Deliver on committed contractual scope of work
• Develop, track, and trend business metrics
• Collaborate and support the Program/Regional Manager for customer performance reviews
• Act as liaison between customer and Thermo Fisher Scientific; coordinate onsite vendor escorting and customer visits
• Write and implement SOPs, conduct site audits, and ensure completion of annual physical inventory
• Define new opportunities by actively seeking expansion of services within assigned areas
• Provide capability review presentations, and act as a resource for the sales team and customer to identify savings and opportunities
• Drive process improvement culture by supporting Practical Process Improvement (PPI) initiatives
• Be involved with and support safety programs such as hazard identification, conduct inspections and incident reporting/investigations as required, and communicate and hold local staff accountable to safety expectations
• Represent Thermo Fisher Scientific at all times throughout customer locations, professionally and positively

How will you get here?

Education: High school diploma or equivalent required. Bachelors degree in a related field preferred, or a combination of education and experience that demonstrates the required skills. Military Service/Training in lieu of a degree may also be considered.

Experience: 4+ years of experience in managed services in a laboratory setting required. Have 1+ year experience managing a team of at least 3 people required. Have experience managing inventory required. Experience working in Good x Practice (GxP) environment and The International Air Transport Association (IATA) and the U.S. Department of Transportation (DOT) Hazardous Goods certification required, knowledge of OSHA General Industry requirements are also a plus.

Knowledge, Skills, Abilities: Leadership and supervisory abilities and interpersonal skills are required to lead, coach, and enhance team culture; Basic understanding of employment/labor law regulations. Strong verbal and written communication skills. Demonstrates computer proficiency and possesses intermediate skills in Microsoft Office suite of software. Basic chemical knowledge including chemical handling, calculation of Molarity, percent by volume, etc. Use of software for reagent batch records and chemical inventory tracking. Possesses strong analytical abilities to problem solve, make timely decisions, re-balance staff workloads, and coordinate multiple overlapping priorities, while functioning in a fast-paced work environment. Be a proactive, prompt, resourceful, and communicative problem solver. Promote and enable a cohesive, customer-service-focused culture within the team. Have experience or demonstrate the capability to navigate complex organizational structures to meet performance or service requirements.