Client Experience Supervisor

Summary

Responsible for providing or overseeing the analysis, administration and oversight of lab, services, field or testing policies, programs and practices; provides feedback and direction, and guidance to employees and management, using professional and technical knowledge of environmental, biological, chemical, and related areas.

Essential Functions

• Supervises staff including hiring, training, evaluating performance, providing compensation recommendations, and performance management.
• Oversees and supervises broad areas of the operations, such testing, scheduling, inventories, services, communication and general coordination of the lab, services, and field.
• Provides research, feedback and decisions to resolve management and employee questions and requirements; assists with receiving customer feedback and coordinating resources and responses as required.
• Ensures the accuracy of tests and operational databases, reports, and related details through audits, queries, and operational reviews; works with teams to resolve discrepancies.
• Overseeing or reviewing, completing and processing broad degrees of tests, forms, documents, databases, and related materials and information.
• Provides analysis, interpretation and counsel to staff, management, and functional leaders regarding lab, services, field or testing policies, programs and practices; involves broad operations and leading implementation and change.
• Analyzes and reviews operations, results, feedback and related lab, services, field or testing information on an ongoing to as needed basis to determine trends, draw conclusions, interpret findings, and presents results, proposals and recommendations to management.
• Assists with developing or participating in department or cross-functional project or program objectives, which includes proposed budgets, timelines, materials, personnel, and other project requirements, receives direction and presents information to management.
• Interprets and applies department policies and procedures and assists with applicable laws, rules, and regulations; receives guidance within these areas as needed.
• Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
• Promotes and supports the overall mission of Pace Analytical by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.
  
  

Qualifications

Education and Experience:

Bachelor's degree in chemistry, biology, or a closely related field; AND five (5) years of lab, services, field or testing experience, including experience with complex programs or operations; OR an equivalent combination of education, training and experience. Two (2) years of team leadership is strongly preferred.

Required Certificates, Licenses, And Registrations

Continued employment is contingent upon all required licenses and certificates being maintained in active status without suspension or revocation.

• None.
  
  

Required Knowledge

Required Knowledge and Skills

• Supervisory principles and practices.
• Very complex to specialized principles, practices and techniques in the lab, services, field or testing area.
• Broad understanding of the administration and oversight of lab, services, field or testing programs, policies and procedures.
• Very complex to specialized methods to resolve lab, services, field or testing problems, questions and concerns.
• Broad understanding of applicable lab, services, field or testing laws, codes and regulations.
• Computer applications and systems related to the work.
• Principles and practices to serving as an effective project team member.
• Methods to communicate with staff, coworkers, and customers to ensure safe, effective and appropriate operations.
• Correct business English, including spelling, grammar and punctuation.
  
  

Required Skills

• Supervising and evaluating employees and providing related recommendations.
• Training others in policies and procedures related to the work.
• Performing very complex to specialized professional-level lab, services, field or testing duties in a variety of assigned areas.
• Overseeing and administering broad and varied lab, services, field or testing functions.
• Serving as a team member and the development and management of projects.
• Operating in a both a team and individual contributor environment.
• Interpreting, applying and explaining applicable laws, codes and regulations.
• Preparing very complex to specialized functional reports, correspondence and other written materials.
• Using initiative and independent judgment within established department guidelines.
• Using tact, discretion and prudence in working with those contacted in the course of the work.
• Performing effective oral presentations to large and small groups across functional peers and the department.
• Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
• Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.