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Team Leader, Customer Site

4 months ago

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As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

**Location/Division**

Unity Lab Services provides a single source for integrated lab services, support, and supply management. Our customized service offerings and elite service experts have the flexibility and experience to uniquely address our customer’s laboratory's business needs.
- Discover Impactful Work:
The position supports the daily supervision of 10-15 customer site-based personnel, enabling the team to consistently deliver high levels of customer service. Responsible for meeting goals and objectives of the customer location, as determined by contractual requirements. Includes oversight of chemical management operations, including but not limited to order management, operating customer procurement systems, stockroom management, chemical/waste handling, and chemical inventory tracking.
- A day in the Life:
- Ensures customer needs are met and quality service is delivered through holding regular staff meetings, exceeding service levels, and monitoring of staff performance/productivity. Assists in determining the resolution of all customer situations in a timely manner. Reinforces a customer-focused orientation.
- Interacts with management, sales and the customers on matters concerning functional areas within the department regularly. Collaborates with Program Manager to quantify all aspects of value creation for the customer through rigorous data collection and reporting.
- Writes and administers standard operating procedures to support the goals and objectives of the department and the customer.
- Develops KPI’s, tracks trends, and implements best practices. 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.
- 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.
- Performs other duties as assigned.
- Keys to Success:
**Minimum Education**
- High school diploma or equivalent required
- BA/BS degree or four-year college degree preferred

**Minimum Experience**
- 3+ years of relevant chemical/inventory/waste management, inventory, or laboratory experience
- 3+ years of relevant leadership experience preferred
- Experience with procurement and inventory management systems preferred
- Self-motivated with strong organizational, interpersonal and customer service skills

**Knowledge, Skills, Abilities**
- Understands analytical, operational, and marketing concepts with the ability to exercise judgment within generally defined procedures
- Proficient in Microsoft office (Excel, Word, Outlook, PowerPoint)
- Ability to appropriately prioritize tasks and collaborate with colleagues to support objectives through completion
- Strong verbal and written communication skills to provide appropriate level of information
- Encouraged to work independently within customer location with mínimal instruction on routine tasks, but will be provided more detailed instruction on new assignments
- Experience in reading, understanding, and interpreting regulatory requirements for the safe use, handling, and storage of chemicals in an R&D environment
- Must deliver excellent customer service to include maintaining a professional appearance at all times
- Works primarily at customer locations, in office environment to include cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations and laboratory environments
- May pass through areas where chemical-based allergens may be in use (such as penicillin, tetracycline, etc.)
- May be required to use material handling equipment such as push carts and pallet jacks
- Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety gloves. Some areas may require steel toe shoes, bump hats and/or safety glasses.
- Must be able to work hours require