Team Leader, Customer Site- Cambridge MA

Work Schedule

First Shift (Days)

Environmental Conditions

Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $50 billion. Whether our customers are accelerating life sciences research, solving analytical challenges, improving patient diagnostics and therapies, or growing in their laboratories, we are here to support them.

We offer:

We offer:
Competitive Pay

• Excellent Benefits!
• Review our company’s  Total Rewards
• Medical, Dental, & Vision benefits - effective Day 1
• Paid Time Off & Holidays
• 401K Match up to 6%
• Tuition Reimbursement – eligible after 90 days!
• Employee Referral Bonus
• Employee Discount Program
• Recognition Program
• Charitable Gift Matching
• Company Paid Parental Leave

Career Advancement Opportunities

How will you make an impact?
This position supports our lab consumables program. Excellent custom service skills, data integrity, working with various systems is required
This position is located in Cambridge, MA 
 Job Title: Team Leader, Customer Site

Reports To: Site Manager/Program Manager

Group/Division: Customer Channels Group/RSD/Unity Lab Services

Career Band: 5

Location: Field/Cambridge, MA

Accountable for: 10-12 staff

FLSA Status: Exempt

Position Summary:

You will direct a team of 10-12 Site UnityTM Lab Services Inventory support personnel, ensuring detailed service and tailored solutions. Your duties include order processing, shipping, receiving, inventory management, glass wash processing, dry ice delivery, and delivery service. Collaborating with customer management and Thermo Fisher Scientific sales teams, you will establish processes to consistently meet service metrics outlined in contracts.

• Participates in the candidate selection process, trains, and evaluates staff’s performance. Supervises staff in a manner consistent with our interpersonal values of Integrity, Intensity, Innovation, and Involvement, promoting a positive environment and good morale.
• Ensures customer needs are met and high-quality service is delivered through staff performance monitoring and reporting on performance metrics. Assists in resolving customer issues and ensure a positive experience
• Interacts regularly with management, sales, and customers concerning functional areas within the
• Collaborates with Program Manager and/or Site Manager to quantify all aspects of value creation for the client through meticulous data collection and reporting.  Writes and administers standard operating procedures to support the goals and objectives of the department and the customer.  Develops Key Performance Indicators, observes trends, and implements standard processes. Report business metrics, target and define new opportunities, collaborate with sales team, act as resource for the customer in the area of service, savings and opportunities.
• department.
• Conducts site audits and annual physical inventory.
• Identifies employees’ training needs, arranges for training and development, and ensures staff are cross-trained.
• Supports Practical Process Improvement, aspiring to provide stellar customer service. Leads improvement teams and mentors site personnel.
• Prepares and reviews operational and individual performance reports.
• Attends training classes and regional meetings

Minimum Requirements/Qualifications:

• Bachelor’s Degree preferred in Management, Business Administration, or in a related field, or equivalent combination of two year degree and experience.
• Proven excellence in customer service skills.
• Thorough, innovative problem solver, supports a collaborative atmosphere.
• Excellent computer/software skills (Outlook, Excel, Word, PowerPoint).
• Proactive and skilled at prioritizing and handling workload
• Must be flexible with hours.

Environment:

• Works primarily at customer locations, in office environments including cubicles and/or shipping/receiving docks, stock rooms, storage locations, and laboratory environments.
• May pass through areas where chemical-based allergens may be in use.
• Ability to lift, push, and pull 30-40 pounds consistently; may be required to lift 50 lbs.
• May use material handling equipment such as push carts and pallet jacks.
• Some areas require steel toe shoes, bump hats, and/or safety glasses.

How will you get here?

• Overall understanding of service management, customer satisfaction.
• Ability to work a flex schedule is required
• Must maintain Thermo Fisher Scientifics’ Four-I Values.
• Demonstrates a strong desire to serve the customer and the interpersonal skills to team with various levels of personnel at the customer site.
• Must deliver excellent customer service to include: maintaining a professional appearance.
• Operating skills to use handheld devices and learn to enter data in various systems as needed.
• Efficient intermediate skills in Microsoft Office suite of software.
• Experience in laboratory settings and GLP/GMP environments, preferred.

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.