What are the responsibilities and job description for the Client Operations Manager position at Thermo Fisher Scientific?

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

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

Job Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location / Division Specific Information

US - Cambridge, MA. This role will provide on-site customer support Monday to Friday.

CCG RSD NA & Emerging Markets Division

How do we make an impact?

Unity Lab Services provides a single source for integrated lab service, support, and supply management. Our customized service offerings and service experts have the flexibility and experience to uniquely address our customer's laboratory's business needs.

What will you do?

The position leads the daily supervision of a team of customer onsite-site based personnel, enabling the team to consistently deliver high levels of customer service. Includes oversight of service offerings : order / stockroom / dock management, procurement, material handling, chemical tracking, glass wash, and media / reagent preparation.

Effectively lead a diverse cross-functional team of on-site lab specialists servicing a Cambridge, MA site. Responsible for complete employee lifecycle management : new hire selection, identification of training needs and solutions, coordinating development training, and employee performance evaluations.
Deliver on committed contractual scope of work. Develop, track, and trend business metrics. Collaborate and support the Program / Regional Manager for customer performance reviews.
Act as liaison between customer and Thermo Fisher Scientific; Coordinate onsite vendor escorting and customer visits
Write and implement SOPs, conduct site audits, and ensure completion of annual physical inventory
Define new opportunities by actively seeking expansion of services within assigned areas. Provide capability review presentations, and partener with the sales team and customer to identify savings and opportunities.
Drive process improvement culture by supporting improvement initiatives
Represent Thermo Fisher Scientific at all times throughout customer locations, professionally and positively
Lead and support safety programs for your teams such as hazard identification, inspections and incident reporting / investigations as required, and communicate and hold local staff accountable to safety expectations. Interact regularly with Environmental Health and Safety Leadership.
May perform other responsibilities as assigned by management

How will you get here?

Education

High school graduate or equivalent required. Bachelors degree in a related field preferred, or a combination of education and experience that demonstrates the required skills. Military Service / Training in lieu of a degree may also be considered.

Experience

4 years of experience preferred in managed services in a laboratory setting.

GxP Experience and IATA / DOT, certification, knowledge of OSHA General Industry requirements are also a plus.

Knowledge, Skills, Abilities

Leadership and supervisory abilities and social skills are required to lead, coach, and enhance team culture; Basic understanding of employment / labor law regulations.

Strong verbal and written communication skills. This includes maintaining a professional appearance and demeanor in all interactions and upholding Thermo Fisher Scientific's values, including confidentiality.

Demonstrates computer proficiency and possesses intermediate skills in Microsoft Office suite of software.

Basic chemical knowledge including chemical handling, calculation of Molarity, percent by volume, etc. Use of software for reagent batch records and chemical inventory tracking.

Possesses strong analytical abilities to problem solve, make timely decisions, re-balance staff workloads, and coordinate multiple overlapping priorities, while functioning in a fast-paced work environment

Physical Requirements / Work Environment

Works primarily at customer sites, which may require independent work at the customer locations. Work areas may include spaces where chemical-based allergens are in use (such as penicillin, tetracycline, etc.)

Depending on the area of the building, personal protective equipment may need to be worn, including lab coats, coveralls, hoods, facemasks, hairnets, safety gloves, steel-toe shoes (required for all colleagues), bump hats, and / or safety glasses.

Regularly required to lift 30 - 40lbs, and up to 50lbs occasionally.

Regularly required to stand, walk and conduct manual material handling (twisting, bending, reaching, lifting, etc.) for prolonged periods.

Ability to work in environments with varied temperatures (cold rooms, outside, etc.)

Ability to work overtime, or independently, as needed.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

This position may also be eligible to receive a variable annual bonus based on company, team, and / or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes :

A choice of national medical and dental plans, and a national vision plan, including health incentive programs

Employee assistance and family support programs, including commuter benefits and tuition reimbursement

Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit : https : / / jobs.thermofisher.com / global / en / total-rewards

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