Work ScheduleStandard (Mon-Fri)Environmental ConditionsAble to lift 40 lbs. without assistance, Adherence to all Good Manufacturing Practices (GMP) Safety Standards, OfficeJob DescriptionLiaison for all Unity Lab Services functions at key customer sites. 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. Responsible for the management of all on-site personnel and day to day activities. 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 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 and good morale.
Ensure full delivery of the committed services scope of work.
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. Assists in resolving all customer situations.
Refine processes, identify process issues, recommend solutions, develop action plans, identify operational efficiencies/deficiencies through process improvement initiatives, and promote standard methodologies.
Ability to sustain all supply chain and inventory control functions across multiple locations.
Responsible for leading and developing team in a positive manner. Including professional development, recruiting, corrective action and performance reviews.
Writes and administers standard operating procedures to support the goals and objectives of the department and the customer. Report business metrics, target and define new opportunities, act as partner for sales team and customer.
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.
Other duties as assigned.
Minimum Qualifications:
Requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.
Five years of demonstrated experience in a supervisory/management role required
Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast paced changing work environment.
Working understanding of Thermo Fisher and/or customer systems including Ariba, SAP, and others.
Proficient verbal and written communication skills; including experience in writing SOP’s and presentation skills.
Proven skills in managing multiple concurrent issues and prioritizing staff workloads.
Proven ability to work with internal and external customers; self-motivated with strong interpersonal skills required.
Overall understanding of service management, customer satisfaction.
Detail oriented, problem solver, promotes a team environment.
Excellent computer/software skills. (Outlook, Excel, Word, PowerPoint).
Basic understanding of employment/labor law regulations.
Ability to lead, coach, influence and empower 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 skills to clearly express ideas, share technical information, communicate well with customers and all levels of the organization, write procedures and develop plans. Handles conflict 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.
Experience with customer service and problem solving.
Familiarity with staffing projections and budget preparation.
Inventory management and/or supply chain experience
up to 15% travel to Chicago, IL; MA, TX, and CA.
Working Conditions:
Works primarily supporting customer locations
May be required to work independently within customer location
Extensive walking/standing may be required and must possess motor skills appropriate to the task
May pass through areas where chemical based allergens may be in use (such as penicillin, tetracycline, etc)
Ability to lift, push and pull 30-40 pounds consistently; may be required to lift 50 lbs.
Utilization of material handling equipment such as push carts and pallet jacks
Depending on area of building, personal protective equipment may be worn
Work hours required to get the job done
Each one of our 50,000 extraordinary minds has a unique story to tell. Join us and support our singular mission—enabling our customers to make the world healthier, cleaner and safer.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.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.