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Team Leader, Customer Site
3 months ago
The position leads the daily supervision of 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 core service offerings: order entry, order management, operating customer procurement systems, stockroom services, material handling, shipping/receiving, and chemical tracking.
What will you do?
Effectively leads a diverse cross-functional team of on-site service specialists. Responsible for complete employee lifecycle management: new hire selection, training, and performance evaluation. Ensure full delivery of the committed scope of work. Collaborate and support the Program/Regional Manager for customer performance reviews. Provide advanced chemical/consumable assessments as required in support of Research operations. Provide Lead support for onsite chemical/consumable storage, review, evaluation, and purge. Act as liaison between customer and Thermo Fisher Scientific. Build/refine processes, effectively identify issues and recommend solutions, develop corrective action plans, identify operational efficiencies/deficiencies through process improvement initiatives, and promote gold standard practices. Writes and implements standard operating procedures to support the region and customer's service objectives. Develops, tracks, trends, and reports business metrics, internally and at customer business reviews. Defines new opportunities by actively seeking expansion of services within assigned areas, provides capability review presentations, acts as resource for sales team and customer in the area of service, savings and opportunities. Conduct site audits and ensure completion of annual physical inventory. Drives process improvement culture by supporting Practical Process I Evaluates employees’ training needs, identifies solutions and coordinate needed development training. Analyzes/maintains/reconciles various customer and company reports to ensure partner requirements are met. Promotes personal growth and development by staying abreast of new policies and improvements. Represents Thermo Fisher Scientific at all times throughout customer locations, professionally and positively. May perform other responsibilities as assigned by management.How will you get here?
Education
BS/BA degree in scientific or material management field; job related experience may be considered in lieu of college degree.
Experience
Experience in laboratory setting with scientific managed services preferred. 1+ years of relevant experience required. 1+ years of people leadership experience required. Established customer service and service management experience. Strong computer/software skills ( Outlook, Excel, Word, PowerPoint) Demonstrated verbal, written and presentation skills.
Knowledge, Skills, Abilities
Must possess the leadership and supervisory abilities to be able to lead, promote team culture, coach and empower a large group of employees along with excellent interpersonal skills to relate with employees at various levels off the organization. Strong analytical, detail oriented, and critical thinking abilities to problem solve, make timely decisions, re-balance staff workloads, and coordinate multiple overlapping priorities, while functioning in a fast-paced changing work environment. Must maintain Thermo Fisher Scientific Four-I Values, including confidentiality. Works primarily at customer sites, which may require working independently and extensive walking. Areas may include spaces where chemical-based allergens may be in use (penicillin, tetracycline, etc.) Depending on area of building, personal protective equipment may be worn, including lab coats, coveralls, hood, facemask, hairnets, safety gloves, and safety glasses, steel toe shoes, bump hats and/or safety glasses. Requires the ability to lift, push and pull 30-40 pounds consistently; may be required to lift 50 pounds, including operation and use of pushcarts, pallet jacks, forklifts, etc.Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
