Supervisor, Customer Site

at  Thermo Fisher Scientific

JOB DESCRIPTION

The Site Supervisor is responsible for the daily supervision of 5-15 Site UnityTM Lab Services personnel, enabling the team to deliver consistently excellent service to our customers and meeting the goals and objectives of the customer location, as determined by customer requirements. Services may include the portfolio of services provided including: order entry, order management, operating customer procurement systems, stockroom services, material handling, shipping/receiving, chemical tracking, and glasswash operations. May also include lab based tasks including media/reagent preparation and cell culture support operations. Provide direction and support for on-site associates by establishing processes, procedures and improvements. Work in concert with customer management and Thermo Fisher Scientific sales team to insure that all requirements and service metrics, as outlined in the current contract/agreement, are met on a consistent basis. Act as liaison on behalf of the customer and Thermo Fisher Scientific.

MINIMUM QUALIFICATIONS:

• Associate’s degree required; Bachelor’s or advanced degree preferred.
• 2+ years of related experience preferred.
• Demonstrated ability in a supervisory role required.
• Experience in laboratory setting or services preferred; experience in GLP/GMP environment preferred.
• Overall understanding of service management, customer satisfaction.
• Shown excellence in customer service skills.
• Detail oriented, problem solver, promotes team environment.
• Excellent computer/software skills. (Outlook, Excel, Word, PowerPoint).
• Self-motivated with strong organizational skills.
• Must be flexible with hours
• Must possess the leadership and supervisory skills be able to lead, coach and motivate a large group of employees along with excellent social skills to relate well to employees, various levels of the customer business and peers. Must have a customer orientation to develop customer relationships.
• Must possess written and communication skills to clearly express their ideas, share technical information, communicate well with customers and all levels of the organization, write procedures and develop plans. Must be able to handle conflict well and give positive and constructive feedback along with leading performance issues.
• Must possess analytical and critical thinking ability to be able to evaluate, interpret information and procedures, to make timely decisions while functioning in a fast-paced, changing work environment.
• Must possess organizational skills to meet deadlines and assist staff in multi-tasking.
• Must be able to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
• Must be self-motivated, stress and pressure resistant, as well as a quick learner.
• Must be computer literate and possess intermediate skills in Microsoft Suite, Outlook, Word, PowerPoint, and Excel. Must be able to learn and perform well, applying customer and internal systems.

• Leads a team of on-site staff. Participates in the candidate selection process, trains, and evaluates staff’s performance. Supervises staff in a manner that is consistent with our organizational culture, which is based on four values: Integrity, Intensity, Innovation, and Involvement and on open communication. Actively seeks development opportunities for team members and self. Promotes a friendly environment, good morale and collaboration.
• Ensures customer needs are met and high quality service is delivered through a variety of means including: staff meetings, exceeding service levels, monitoring of the site performance, productivity, and attendance records. Assists in resolving resolution of all customer situations in a timely manner.
• Interacts with management, sales and the customers on matters concerning functional areas within the department regularly.
• Collaborates with Program Manager and/or Site Manager to quantify all aspects of value creation for the customer through thorough data collection and reporting. Writes and administers standard operating procedures to support the goals and objectives of the department and the customer. Develops and implements standard processes. Report business metrics, target and define new opportunities, act as resource for sales team, act as resource for the customer in the area of service, savings and opportunities.
• Conducts site audits and annual physical inventory.
• Evaluates employees’ training needs, identifies possible solutions and arranges for needed training and development. Ensures that employees are cross trained and develops employees to create a career path and succession plan.
• Supports Practical Process Improvement and focuses on improving processes with the goal of providing stellar customer service. Leads improvement teams and mentors site personnel to lead team improvement efforts.
• Prepares and reviews various operational reports and individual associate performance reports.
• Attends training classes and regional meetings as necessary.
• Act as liaison on behalf of the customer and Thermo Fisher Scientific.
• Lead a cross functional team of on-site service specialists
• Ensure full delivery of the committed services scope of work in collaboration with the Program Manager
• Identify process issues and operational efficiencies/deficiencies while promoting standard processes and raise to the Program Manager