Customer Site Manager, Bio Pharma
Thermo Fisher Scientific

Job Description

Job Description

When your part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

Primary contact for all Unity Lab Services functions at a key Bio Pharmaceutical customer account. Service portfolio may include order entry and management using customer procurement systems, stockroom and inventory services, material handling, shipping/receiving, chemical management, glasswash operations, media/reagent preparation and cell culture support operations. Responsible for the performance of on-site and remote personnel and day to day activities. Provide direction and support for associates by establishing processes, procedures and serving as a mentor to the team. Collaborate with customer management and commercial teams to ensure that all requirements and service metrics, as outlined in the current contract/agreement, are met on a consistent basis.

Responsibilities:

• Lead a cross functional and matrixed team of service specialists that work daily at key customer site. Participate in the candidate selection process and evaluates staff's performance. Guides staff in a manner that is consistent with our values: Integrity, Intensity, Innovation, and Involvement.
• Actively seek development opportunities for team members and self. Promotes an inclusive environment, good morale, and collaboration.
• Ensure full delivery of the committed services scope of work by meaningful data collection and reporting.
• Collaborate and support Program Manager(s) on customer reviews and inquiries.
• Ensure customer needs are met and delivers high-quality service through a variety of means, including staff meeting or exceeding service levels, and through monitoring of the program(s) performance, productivity, attendance records and measuring and reporting on metrics.
• Act as liaison between customer and our company. Refine processes, proactively identify process issues, recommend solutions, develop action plans, identify operational efficiencies/deficiencies through process improvement initiatives, and promote standard methodologies.
• Lead and sustain a diverse, developing team in an empowering and positive manner. Including professional development, recruiting, corrective action and performance reviews.
• Evaluate employees' training needs, identify possible solutions and arrange for vital training. Ensure that employees are cross trained and develop employees to build a career path and succession plan.
• Support the creation of standard operating procedures, performance indicators, improved processes, and develop scope for new business opportunities.
• Attend training classes and regional meetings as needed.
• Actively engage on site audits/tours and provide Leadership presence to customer and team.
• Contribute to other duties as assigned.

Minimum Qualifications:

Bachelor's degree; and/or 5+ years of relevant work experience

Must possess the leadership and supervisory skills be able to lead, coach, influence and empower a large diverse group of people leaders and employees.

Strong analytical and critical thinking abilities that enable leading through emerging priorities.

Solid understanding of Thermo Fisher and/or customer systems including Ariba, SAP, Oracle, Maximo and others.

Proficient verbal and written communication skills; including experience in writing SOP's and presentation skills.

Excellence in customer service skills and meaningful approach to problem solving.

Self-motivated with strong organizational skills.

Basic understanding of employment/labor law regulations.

Experience and/or education in a laboratory setting - an understanding of the customer requirements; experience in GLP/GMP environment preferred.

Familiarity with staffing projections and budget preparation.

Inventory management and/or supply chain experience a plus.

Working Conditions:

Works primarily supporting customer locations.

Extensive walking/standing may be required for 75-85% of the day.

May pass through areas where chemical-based allergens may be in use (such as penicillin, tetracycline, etc).

Must possess motor skills appropriate to the task.

Depending on area of building, personal protective equipment (PPE)may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety gloves.

Some areas require an assortment of PPE.

Working hours may require flexibility based on customer and company business needs.

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

Compensation and Benefits
The salary range estimated for this position based in California is $92,900.00-$129,850.00.

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
  
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
  
• 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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