Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Primary contact for all UnityTM Lab Services functions at multiple customer sites across a large program.  Responsible for the management of all on-site personnel and day to day activities across multiple facilities in the US.  Provide direction and support for all on-site associates by establishing processes, procedures and serving as coach to the team.  Work in concert with customer management and Thermo Fisher Scientific sales team to ensure 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 customer and Thermo Fisher Scientific!

Responsibilities:

Lead a cross functional and matrixed team of on-site service specialists that work daily at key customer site.  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. Ensure full delivery of the committed services scope of work.  Collaborate and oversee customer reviews of performance, and ensure that maximum value creation occurs and is recorded for customer.Ensures customer needs are met and high quality service is delivered through a variety of means, including staff meeting or exceeding service levels and through monitoring of the performance, productivity, attendance records and measuring and reporting on performance metrics. Reinforces a customer focused orientation.Act as liaison between customer and Thermo Fisher Scientific.  Refine processes, identify process issues, recommend solutions, develop action plans, identify operational efficiencies/deficiencies through process improvement initiatives.Ability to manage and sustain all supply chain and inventory control functions across multiple locations.Responsible for managing and developing team in a positive manner.  Including professional development, recruiting, corrective action and performance reviews.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.Quantifies all aspects of value creation for the customer through data collection and reporting.  Writes and administers standard operating procedures to support the goals and objectives of the department and the customer.  Create performance indicators, track trends, 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.Lead all performance measurements to optimize the customer’s perceptions. Includes customer scorecard review, talent assessment, resolving variances, and distribution of customer metrics throughout the organization.  Attend and participate in quarterly business reviews at client sites.Conduct site audits and annual physical inventory.Performs other duties as assigned.

Minimum Qualifications:

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.Minimum of five years of experience in a supervisory/management role requiredStrong analytical and critical thinking abilities to make timely decisions while functioning in a fast paced changing work environment.Proficient verbal and written communication skills; including experience in writing SOP’s and presentation skills.Shown skills in handling multiple concurrent issues and prioritizing staff workloads.Proven excellence in customer service skills.Excellent computer/software skills. (Outlook, Excel, Word, PowerPoint).Self-motivated with strong organizational skills.Must possess the leadership and supervisory skills be able to lead, coach, influence and motivate a large group of employees along with excellent interpersonal 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 verbal communication skills to clearly express ideas, share technical information, communicate well with customers and all levels of the organization, write procedures and develop plans. Ability to handle customer concerns well and give positive and constructive feedback along with managing 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.Experience and/or education in a laboratory setting – an understanding of the unique customer requirements; experience in GLP/GMP environment preferred.

Working Conditions:

Works primarily supporting customer locations (Hybrid Role)May pass through areas where chemical based allergens may be in use (such as penicillin, tetracycline, etc)Must possess motor skills appropriate to the taskAble to lift, push and pull 30-40 pounds consistently; may be required to lift 50 lbs.May be able to use material handling equipment such as push carts and pallet jacksDepending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety glovesMust be able to work hours required to get the job done

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.