Thermo Fisher Scientific Regional Scientific Services Supervisor in Durham, North Carolina
Location/Division Specific Information
Unity Lab Services provides a single source for integrated lab service, support and supply management. Our customized service offerings and world-class service experts have the flexibility and experience to uniquely address our customer's laboratory's business needs.
How will you make an impact?
The position is responsible for the daily supervision of 10-15 customer site based or remote 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 enterprise and scientific support services related to Unity Lab Services core offerings of: 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.
What will you do?
Lead a cross functional team of on-site service specialists across multiple customer accounts. Responsible for complete employee management lifecycle: new hire selection, training, and performance evaluation.
Ensure full delivery of contractual scope of work. Collaborate and support the Program/Regional Manager for customer performance reviews.
Act as liaison between customer and Thermo Fisher Scientific. Create/refine processes, identify process issues, recommend solutions, develop corrective action plans, identify operational efficiencies/deficiencies through process improvement initiatives, and promote best practices.
Writes and administers standard operating procedures to support the goals and objectives of the region and customer.
Develops KPI's, tracks trends, and implements best practices. Report business metrics, target and define new opportunities, act as resource for sales team and customer in the area of service, savings and opportunities.
Attends training classes and regional meetings as necessary.
Conduct site audits and ensure completion of annual physical inventory.
Sets up and presents at customer business review meetings; delivers capabilities presentations. Actively seeks expansion of services within assigned areas.
Supports continual process improvement to enhance operations with the goal of providing exceptional customer service. Leads improvement teams and mentors site based personnel.
Evaluates employee training needs, identifies areas of improvement and arranges for needed training and development.
Analyzes/maintains/reconciles various customer and company reports to ensure stakeholder requirements are met.
Promotes personal growth and development by staying abreast of new policies and enhancements.
Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies course of action.
Effectively leads a diverse cross-functional team.
Access & utilize Thermo Fisher Scientifics' Intranet and SharePoint document management system.
Represents Thermo Fisher Scientific at all times throughout customer locations, professionally and positively.
Performs other duties as assigned by management.
How will you get here?
S/BA degree in Science, Inventory Management, Material Planning, Operations or related field with at least 2 years of related experience preferred
High School Diploma minimum required with at least 5 years of relevant experience
Experience in laboratory setting or services preferred.
3-5 years of supervisory experience preferred
Experience in Scientific Managed Services preferred.
APICS certification preferred.
Proven customer service skills.
Detail oriented, problem solver, promotes team environment.
Computer/software skills (i.e. Outlook, Excel, Word, PowerPoint.)
Demonstrated verbal, written and presentation skills.
Knowledge, Skills, Abilities
Must be able to read, write and speak English fluently.
Must possess the leadership and supervisory skillsets to be able to lead, coach and motivate a large group of employees along with excellent interpersonal skills to relate with employees at various levels off the organization.
Strong 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.
Proven skills in managing multiple concurrent issues and prioritizing staff workloads.
Overall understanding of service management, customer satisfaction.
Detail oriented, problem solver, promotes team environment.
Excellent computer/software skills. (Outlook, Excel, Word, PowerPoint.)
Basic understanding of employment/labor law regulations.
Displays a high level of confidentiality for both customer and company.
Must maintain Thermo Fisher Scientifics' Four-I Values.
Must possess the operating skills to use hand held scanners and learn to enter data in various systems as necessary.
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 be required to work independently at customer location.
Extensive walking may be required.
May pass through areas where chemical based allergens may be in use (such as penicillin, tetracycline, etc)
Must be able 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 jacks.
Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets, safety gloves, safety glasses, steel toe shoes, and/or bump hats.
Ability to travel 50%.
Must be able to work hours required to get the job done.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.