Lab Experience Lead

Responsibilities

Accountable to the Service Manager for service delivery and tactical support of the client account team. Ensure the delivery of best-in-class customer support effective service and resource planning/deployment. Act as a primary point of contact for all local site issues. Accountable for managing field service resources within this assigned group to achieve established revenue and profitability goals. Interface with the Service Manager on a frequent basis to review operational performance, customer satisfaction status, staffing optimization and business expansion opportunities.

Job Responsibilities:

• Provide maintenance and support of in-scope equipment to insure best-in-class service within established time frame in the assigned OneSource account
• Mentor and train staff at client location regarding best in class customer support, follow up communication and specific product line skills to drive growth and customer satisfaction
• Drive toward zero service recalls for any reason
• Work with Service Manager to ensure on-site team is efficiently deployed and has proper training with cross training opportunities defined
• Ensure adequate planning and coordination of coverage to meet customer needs and achieve established operational metrics
• Interpret SOW and associated agreements and ensure that resources are deployed consistently with defined objectives
• Act as liaison between on-site staff and support to escalate critical issues
• Collaborate with Service Manager to drive talent development, overall business performance, and succession planning
• Take an active role in developing on-site resources through mentoring and/or training activities
• Collaborate with Service Manager to drive talent development, overall business performance, and succession planning through the LEAD process.
• Accountable to follow the LEAD Process with site staff.
• Accountable for all assigned staff administrative duties; including on-boarding, work hour documentation/approval, expense report approval, time-off, etc.
• Address disciplinary and/or performance problems when necessary in accordance with company policy
• Actively participate in compiling monthly and quarterly reports per the KPI/SLA requirements
• Work with on-site and back office teams to obtain data, interrogate, format and present to the customer
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Excellent interpersonal, written, and verbal communication skills
• Technical problem-solving skills and attention to detail
• Excellent customer service skills complemented by an ability to listen to and interpret client requests.
• Aptitude for technical and practical matters.
• MS Office Skills: Outlook, PowerPoint, Word. 

Basic Qualifications:

• Bachelor’s degree in Biology, Chemistry, or Electronics related discipline.
• Five or more years of relevant experience
• Five or more years of field service experience

Preferred Qualifications:

• Prior supervisory experience desired
• Knowledge of laboratory safety practices
• Valid driver’s license

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.

The annual compensation range for this full-time position is $69,160.00 to $103,480. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.