Thermo Fisher Scientific Site Supervisor - Customer Site in South San Francisco, California
Leads a team of on-site staff at one geographic locations in South San Francisco, CA. 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 cooperation.
Ensures customer needs are met and high quality service is delivered through a variety of means including: staff meetings, exceeding service levels, monitoring of the site performance, productivity, and attendance records. Assists in determining the resolution of all customer situations in a timely manner. Reinforces a customer focused orientation.
Interacts with management, sales and the customers on matters concerning functional areas within the department regularly.
Collaborates with Program Manager(s) and/or Regional Manager to quantify all aspects of value creation for the customer through rigorous data collection and reporting. Writes and administers standard operating procedures to support the goals and objectives of the department and the customer. Develops KPI’s, tracks trends, and implements best practices. 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.
Conducts site audits and annual physical inventory.
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.
Supports Practical Process Improvement and focuses on improving processes with the goal of providing stellar customer service. Leads improvement teams and mentors site personnel to lead team improvement efforts.
Prepares and reviews various operational reports and individual associate performance reports.
Attends training classes and regional meetings as necessary.
Performs other duties as assigned.
Job-Specific Duties may include:
Stockroom / POU management, dispensing of product, and direction / coordination of affiliated stockroom activities.
Perform order entry, order expediting, customer service call resolution, return goods authorization, processing of backorders.
Receive, register and track all chemical containers throughout the facility.
Perform routine audits of chemical inventory database.
Provide chemical inventory reports upon request.
Distribute chemicals throughout facility and upon request.
Daily pickup of dirty glassware from labs, wash and sterilize and redistribute to satellite storage areas.
Provide glass washing and sterilization services maintaining a constant supply of clean and sterile lab glass.
Maintain glass wash schedules and is flexible to handle emergencies.
Perform inspection of glassware for cracks, breaks, and scratches contacting the Supervisor/Manager/Team Lead with all pertinent information for replacement.
Maintain glass wash statistics as decided upon by Thermo Fisher Scientific and customer.
Maintain inventory of glassware in locations throughout the facility.
Maintain required supplies for glassware washing and sterilization operations.
Follow all GLP/GMP guidelines as required.
Scheduling of production workload for multiple clients
Production of high quality cell culture media, buffers, and formulation requests
Troubleshooting of formulations on an as needed basis
Following and reviewing Good Documentation Practices (GDPs) for Equipment Usage Records and batch documents
Bachelor’s Degree in Management, Business Administration, or in a related field, or equivalent experience.
At least two to thee years of experience in a lead or supervisory role.
Experience in laboratory setting or services preferred; experience in GLP/GMP environment preferred.
Overall understanding of service management, customer satisfaction.
Proven excellence in customer service skills.
Detail oriented, problem solver, promotes team environment.
Excellent computer/software skills. (Outlook, Excel, Word, PowerPoint).
Self-motivated with strong organizational skills.
Must be flexible with hours.
Non-Negotiable Hiring Criteria:
Must possess the leadership and supervisory skills be able to lead, coach 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 communication skills to clearly express his or her ideas, share technical information, communicate well with customers and all levels of the organization, write procedures and develop plans. Must be able to handle 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.
Must possess organizational skills to meet deadlines and assist staff in multi-tasking.
Must be able to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
Must be self-motivated, stress and pressure resistant, as well as a quick learner.
Must be computer literate and possess intermediate skills in Microsoft Suite, Outlook, Word, PowerPoint, and Excel. Must be able to learn and perform well, utilizing customer and internal systems.
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.