Responsibilities

Job Responsibilities

• Serve as key point of contact between the customer's Lab Operations team as well as scientists and other stakeholders
• Lead the Professional Services staff by providing coaching, performance reviews, regular 1 on 1 meetings, and other administrative functions.
• Interface with the Professional Services Area Manager and the on-site team to ensure key customer contacts are effectively communicated to and customer satisfaction is at a high-level.
• Ensure the delivery of uninterrupted service to the customer. To accomplish this, the individual must drive operational excellence by strategically managing resources as well as identifying areas of improvement.

• Report metrics as well as relevant project and logistics information to the Lab Operations team
  • Work in accordance with all regulations and requirements for each customer site and/or department following GxP guidelines for ways of working and process documentation.
  • Responsible for the coordination of training of all Professional Services personnel
  • Ensure adequate planning and coordination of team coverage to meet customer needs and achieve established operational metrics (e.g., PTO, Sick)
  • Meet regularly with laboratory service providers to ensure open lines of communication.
  • Meet regularly with key stakeholders (lab staff, service providers, management) to identify, review and resolve issues in a timely manner and/or escalate as necessary.
  • Manage the on-call service support for specific research units in the lab areas.
  • Demonstrates appropriate use of relevant equipment/software after training
• 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

Basic Qualifications:

• High School Diploma/GED
• Experience working in a research laboratory environment
• 5+ years in a leadership or supervisory role leading others and delivering administrative functions (i.e., Performance reviews, disciplinary actions, etc.)

Preferred Qualifications:

• Bachelor's degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology, or related discipline including military experience. Business or Management Degree also meets criteria.
• Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code.
• Ability to operate a personal computer to enter data and generate reports, ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals is critical to successful performance in this role
• Demonstrated Leadership Skills.
• Working understanding of GLP/GxP.

Critical Skills:

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

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, hazardous chemicals.