Support Services Supervisor
About The Position
The Sample Processing Supervisor leads daily operations across sample intake, processing, and customer support to ensure accurate, timely, and high-quality service delivery. This role oversees team performance, workflow coordination, and data integrity within LIMS while ensuring compliance with ISO 17025 and company standards. Serving as a key liaison between clients, laboratory teams, and internal stakeholders, the Supervisor drives On-Time Delivery (OTD), resolves operational issues proactively, and monitors performance metrics. This position is critical to improving operational efficiency, minimizing errors, and delivering an exceptional customer experience.
Requirements
- Bachelor’s degree in Science, Business, or a related field, or equivalent experience
- 3–5 years of experience in laboratory operations, sample management, or customer-facing support in a regulated environment
- 1–3 years of leadership experience, including team development and performance management
- Experience in a quality-regulated environment (e.g., ISO 17025)
- Proven ability to manage high-volume operations with competing priorities and deadlines
- Experience handling client inquiries, issue resolution, and cross-functional coordination
- Ability to manage multiple priorities in a fast-paced, high-volume environment
- Strong organizational skills with attention to detail and accuracy
- Effective decision-making and problem-solving skills
- Clear and professional written and verbal communication
- Flexibility to adapt to changing business needs, including overtime as required
- Requires color vision and depth perception
Responsibilities
- Lead daily operations for sample intake, processing, and customer support to ensure accuracy, efficiency, and OTD
- Manage team performance, staffing, and workload distribution to meet business demands
- Coach, develop, and manage team members, including performance management and corrective actions
- Support onboarding and training to build a high-performing, customer-focused team
- Oversee LIMS data integrity, sample login, and workflow prioritization to reduce errors and rework
- Ensure compliance with ISO 17025, company SOPs, quality standards, and safety requirements
- Coordinate cross-functionally to align intake volume with laboratory capacity and business priorities
- Serve as a primary liaison between clients, lab teams, and internal stakeholders to ensure clear communication and issue resolution
- Monitor and drive KPIs, including turnaround time, error rates, and customer responsiveness
- Oversee document control and clerical review processes to ensure accuracy and completeness
- Manage invoice accuracy and billing processes in partnership with Finance
- Lead escalation management for complex operational or client issues
- Support audit readiness and participate in internal and external audits
- Identify operational risks and implement mitigation strategies
- Drive continuous improvement initiatives to enhance efficiency and customer experience
- Partner with leadership on strategic initiatives, resource planning, and forecasting
- Standardize processes across functions and locations to improve consistency and scalability
- Perform additional duties as needed to support business objectives
Benefits
- Bonuses
- Incentives
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
