MLH Service Center Supervisor

MISSION

A self-starter Service Team Leader to service customer pipettes and provide support to the Service Center Team/ Field Team to ensure an outstanding customer experience. This position will require occasional travel for customer site visits.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Management of the Team PSC

• Increase in productivity of the Lab
• Development of engagement and performance of each team member
• Creating a culture of identification of the team member with Gilson values and targets
• Support the teamwork by own order processing
• Be a role model for committed and high-quality work

Pipette Service

• Service pipettes according to Gilson procedures and maintain high quality work
• Performs calibration according to manufacturer / ISO8655 or customer’s own standards (in line with the customer’s order)
• Use computer software to perform all aspects of pipette service and calibration including generating estimates for customers, service reports, calibration certificates and pipette labels
• Diagnose errors or technical problems and determine the proper solutions
• Utilize problem solving skills to work with pipettes and troubleshoot any potential issues effectively, to the satisfaction of the customer while maintaining Gilson’s standards
• Read and interpret technical diagrams/ manuals for pipettes
• Support ISO 17025 Quality Management by setting the Equipment Schedule re-calibration and review of certificates, review and improvement of procedures, maintaining current external documents, ensure completion of internal audits and resulting NCs, log complaints and ensure completion with service/technical manager, take part in Management review and audits
• Keep equipment operating by following operating instructions; troubleshooting breakdowns; maintaining supplies; performing preventive maintenance; calling for repairs
• Work with the Area Manager and European Technical expert on identification of training needs, maintaining training records and coordination of training (onboarding of new staff and existing staff development)
• Ensure all necessary logs and documentation is submitted in a timely manner. This includes but is not limited to order forms and the balance checklists
• Provide support and training in IndySoft
• Act as a resource and sounding board to PSC employees and relay critical information back to the MLH Service Manager
• Monitor performance against set KPI’s incl. but not restricted to customer’s satisfaction
• Manage with PSC team members to ensure targets are met, identify potential areas of concern and work with the MLH Service Manager to take steps if needed to hit targets

General

• Follow all company procedures and protocols
• Maintain familiarity with competitor service companies, their practices and offers
• Maintain familiarity with Gilson pipette product line
• Communicate with customers as necessary by phone and email
• Perform service training for customers and new hires
• Support facility management in focusing on all laboratory spaces
• Other duties as assigned

EDUCATION

• Bachelor’s Degree or equivalent

WORK EXPERIENCE

• Minimum of 2 years performing pipette service and calibration, laboratory or scientific sales experience

SKILLS OR KNOWLEDGE

• Ability to communicate effectively and work well with others
• Mechanically inclined
• Able to troubleshoot and independently solve problems
• Excellent organization and planning
• Excellent verbal and writing communication skills
• Excellent computer skills

PHYSICAL ABILITY

• Good or corrected vision
• Ability to lift up to 55 lb
• Excellent manual dexterity
• Must be able to travel, as necessary

OTHER

• Valid driver’s license and good driving record.
• Ability to work flexible hours and adapt to changing schedules.
• Ability to acquire new skills and accommodate change in the workplace.

ADDITIONAL SKILLS/EXPERIENCE DESIRE

• Leadership experience is an advantage as this is an entry level management position