What are the responsibilities and job description for the Team Leader, Customer Site position at Thermo Fisher Scientific?
Job Title Team Leader, Customer Site
How will you make an impact?
The position leads the daily supervision of 5-15 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 service offerings: order entry, order management, operating customer procurement systems, stockroom services, material handling, shipping/receiving, chemical tracking, glasswash, media/reagent preparation and cell culture support operations.
What will you do?
- Effectively leads a diverse cross-functional team of on-site lab technician specialists. Responsible for complete employee lifecycle management: new hire selection, identification of training needs and solutions, coordinating development training, and employee performance evaluation.
- Ensure full delivery of the committed 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. Build/refine processes, effectively identify issues and recommend solutions, develop corrective actions, identify operational efficiencies/deficiencies through process improvement initiatives, and promote solutions
- Coordinate onsite vendor escorting and customer visits
- Writes and implements SOPs to support the region and customer's service objectives. Conducts site audits and ensures completion of annual physical inventory
- 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.
- Drives process improvement culture by supporting Practical Process Improvement (PPI) with a goal of removing barriers and providing stellar customer service.
- Analyzes/maintains/reconciles various customer and company reports to ensure partner requirements are met
- Promotes personal growth and development
- 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 related field required
Experience
- Laboratory setting with scientific managed services, including reagent preparation and chemical handling. GxP experience preferred.
- 1-2 years of equivalent experience required, including people leadership, customer service, and service management.
- Strong and demonstrated verbal, written, presentation, and computer/software skills (i.e. Outlook, Excel, Word, PowerPoint).
- Media/ Buffer preparation experience required.
Knowledge, Skills, Abilities
- Basic chemical knowledge including chemical handling, calculation of Molarity, percent by volume, reagent preparation and filtration practice. Use of software for reagent batch records and chemical inventory tracking.
- Leadership and supervisory abilities required to lead, coach, promote team culture, and empower employees. 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
- Basic understanding of employment/labor law regulations.
- 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.)
- 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.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not a comprehensive list of all of the duties and responsibilities associated with it.
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.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
How will you make an impact?
The position leads the daily supervision of 5-15 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 service offerings: order entry, order management, operating customer procurement systems, stockroom services, material handling, shipping/receiving, chemical tracking, glasswash, media/reagent preparation and cell culture support operations.
What will you do?
- Effectively leads a diverse cross-functional team of on-site lab technician specialists. Responsible for complete employee lifecycle management: new hire selection, identification of training needs and solutions, coordinating development training, and employee performance evaluation.
- Ensure full delivery of the committed 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. Build/refine processes, effectively identify issues and recommend solutions, develop corrective actions, identify operational efficiencies/deficiencies through process improvement initiatives, and promote solutions
- Coordinate onsite vendor escorting and customer visits
- Writes and implements SOPs to support the region and customer's service objectives. Conducts site audits and ensures completion of annual physical inventory
- 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.
- Drives process improvement culture by supporting Practical Process Improvement (PPI) with a goal of removing barriers and providing stellar customer service.
- Analyzes/maintains/reconciles various customer and company reports to ensure partner requirements are met
- Promotes personal growth and development
- 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 related field required
Experience
- Laboratory setting with scientific managed services, including reagent preparation and chemical handling. GxP experience preferred.
- 1-2 years of equivalent experience required, including people leadership, customer service, and service management.
- Strong and demonstrated verbal, written, presentation, and computer/software skills (i.e. Outlook, Excel, Word, PowerPoint).
- Media/ Buffer preparation experience required.
Knowledge, Skills, Abilities
- Basic chemical knowledge including chemical handling, calculation of Molarity, percent by volume, reagent preparation and filtration practice. Use of software for reagent batch records and chemical inventory tracking.
- Leadership and supervisory abilities required to lead, coach, promote team culture, and empower employees. 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
- Basic understanding of employment/labor law regulations.
- 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.)
- 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.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not a comprehensive list of all of the duties and responsibilities associated with it.
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.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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