Lab Instrument Support Customer Service Supervisor

We are looking for a highly motivated Supervisor for the Lab Instrument Support Customer Service team as part of the Lab User Experience Function. This onsite leadership role is responsible for positioning the team to provide a high quality experience to our customers ensuring efficient processes and procedure are followed, to be the first point of contact for the team.

Role responsibilities:

• Lead the Laboratory Instrument Support (LIS) Customer Service Team to ensure the delivery of uninterrupted service to the customers. To accomplish this, the individual must drive operational excellence by strategically managing resources as well as identifying areas of improvement.


• Recruitment of suitable and qualified personnel into the team as per the company's policies and procedures.


• Responsible for inductions and the coordination of training for the LIS Customer Service team.


• Work in accordance with all regulations and requirements for each customer site and/or department following GxP guidelines for ways of working and process documentation.


• Work with the leadership and the LIS Customer Service team to ensure all KPI/SLAs are met addressing any documentation issues that may have an adverse effect.


• Build and maintain business continuity plans and ensure skills matrices show development of staff.


• Ensure adequate planning and coordination of team coverage to meet customer needs and achieve established operational metrics (e.g., PTO, Sick)


• Monitor all groups within area of responsibility to ensure that they operate safely and that all appropriate risk assessments, documentation, procedures, and audits are in place.


• Conduct regular meetings with managed staff through routine meetings and annual reviews (where necessary).


• Maintain oversight and accountability for actions that arise from routine meetings to ensure that they are completed.


• Act as a liaison between on-site staff and management to escalate critical issues.


• To attend and actively participate in comm cells, meetings, and training courses as required.


• Ensure timely and accurate reporting of data including any performance metrics.


• Plan and execute continuous improvement projects within the LIS Customer Service team.


• Engage in local customer interaction and foster long term collaborative relationships.


• Provide cover for your manager or peers where necessary.


• Support and contribute to transformational activity appropriate to team and subject matter expertise.


• Collaborate with internal and external PerkinElmer staff and customer groups for further business opportunities.


• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment., Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.


• Job pace may be fast and job completion demands may be high.


• Must be able to remain in a stationary position more than 25% of the time


• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.


• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).


• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.


• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.


• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.


• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, and hazardous chemicals.


• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hazards present in the laboratory environment.
  
  Technical problem-solving skills and attention to detail


• Strong communication skills both written and verbal.


• Self-motivated and ability to work under pressure to balance conflicting deadlines.


• Initiative driven with proactive skill set to improve processes.


• Service orientated attitude combined with innovative thinking.


• Strong interpersonal skills; strong team player with customer satisfaction focus.


• Strong IT skills., Experience working in a research laboratory environment


• Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code


• 5+ years of experience in a customer facing role within a regulated environment


• 1+ year(s) in a leadership or supervisory role leading others and delivering administrative functions (i.e., Performance reviews, disciplinary actions, etc.)


• Ability to operate a personal computer to enter data and generate reports, ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals is critical to successful performance in this role


• Proficient with 5S/Lean Six Sigma principles


• Working understanding of GxP


• Experience of working in a compliance driven environment