Laboratory Support Services Manager
About The Position
The Manager, Laboratory Support Services provides leadership and operational oversight for non-analytical laboratory support functions, including specimen logistics, data entry, send-outs, and operational coordination with laboratory staff. The role integrates laboratory operations, customer service, account management, and IT/LIMS resources to deliver reliable, efficient, high-quality, customer-focused support for Eurofins DPT testing. The manager oversees workflows, staffing, training, departmental metrics, regulatory readiness, quality practices, and continuous improvement initiatives while modeling Eurofins’ values and service expectations. The position leads and develops supervisors and staff, oversees support operations, serves as a contact for customer inquiries, and coordinates issue resolution with clients and internal stakeholders. It also leads workflow and system improvement projects, supports LabVantage (LIMS) functionality and upgrades, monitors performance and quality indicators, investigates customer concerns and quality events, develops corrective and preventive actions with leadership, and coordinates audit and regulatory inspection readiness. The role requires a high school diploma and at least five years of experience supporting a high-complexity laboratory environment. Preferred qualifications include personnel management and laboratory support experience, project management skills, communication and organizational strengths, and proficiency with PC-based software and LIMS systems. The work requires compliance with laboratory safety and exposure procedures, including appropriate PPE use when hazardous materials or potentially infectious materials are present.
Requirements
- High school diploma.
- At least five years of experience supporting a high-complexity laboratory environment, such as Microbiology, Infectious Disease, or Immunogenetics.
- Strong written, verbal, and interpersonal communication skills.
- Ability to work independently, adapt to change, and manage multiple priorities.
- Strong organizational skills and attention to detail.
- Ability to solve problems and escalate issues appropriately.
- Proficiency in PC-based software programs and LIMS systems.
- Must follow safety and exposure procedures, including proper PPE use; employees must follow safety policies in a laboratory that maintains hazardous materials.
Nice To Haves
- Three or more years of personnel management experience.
- Five or more years of laboratory support experience.
- Experience working safely with potentially infectious human blood and body fluids using appropriate PPE.
- Demonstrated project management skills.
Responsibilities
- Provide leadership, direction, coaching, and performance and development support to supervisors and staff.
- Maintain appropriate staffing levels and ensure personnel are trained; support hiring, onboarding, corrective action, and performance improvement.
- Foster a positive, collaborative, customer-focused team culture.
- Oversee specimen logistics, data entry, send-outs, and client-service workflows for efficient and timely processing.
- Ensure employees follow established SOPs, methods, and quality requirements.
- Partner with laboratory management to maintain reliable support processes and smooth handoffs.
- Assist with departmental budgets and vendor contract activities as appropriate.
- Serve as the first point of contact for customer inquiries and maintain responsive, professional communication.
- Maintain working relationships with clients, account managers, and internal teams, and resolve issues through clear communication.
- Lead and participate in projects to improve workflow efficiency, quality, and scalability; track progress and implementation.
- Work with IT on LabVantage (LIMS) functionality and workflow improvements, system upgrades, and data-related process improvements.
- Identify opportunities to automate or streamline support processes and build cross-functional relationships to support operational stability.
- Collect, analyze, and present departmental metrics for Quality Indicator Meetings; maintain dashboards and performance indicators.
- Review personnel monitoring results, communicate findings, and ensure timely retraining or corrective steps when needed.
- Investigate customer concerns, nonconformances, and quality events; perform root cause analysis and work with leadership to develop and implement CAPAs.
- Ensure investigation documentation is complete, accurate, and compliant with internal and external requirements.
- Serve as the primary contact for internal and external audits, regulatory inspections, and client audits; coordinate preparation, documentation, and staff readiness.
- Support implementation and closure of audit findings and maintain compliance with Eurofins and regulatory standards.
- Follow Eurofins DPT safety and exposure procedures, use proper PPE, and comply with laboratory safety policies.
Benefits
- Comprehensive medical coverage, with medical plan options.
- Dental insurance options.
- Vision insurance options.
- Life and disability insurance.
- 401(k) with company match.
- Paid vacation and holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
