Team Leader, Customer Site

Thermo Fisher Scientific•Manchester, NH

7d•Onsite

About The Position

The Team Leader, Customer Site leads the daily supervision of a small team of customer site-based personnel to ensure consistently high levels of customer service. The role oversees a broad range of integrated laboratory services, including order, stockroom, and dock management; procurement; material handling; chemical tracking; glass washing; autoclave operations; aliquoting; media and reagent preparation; and cell culture support. The position leads a diverse, cross-functional team and manages the employee lifecycle, including hiring, identifying training needs, coordinating development, and conducting performance evaluations. The Team Leader delivers the contracted scope of work, develops and tracks business metrics, supports customer performance reviews with Program or Regional Managers, and serves as a liaison between the customer and Thermo Fisher Scientific. Responsibilities also include coordinating vendor escorts and customer visits, writing and implementing SOPs, conducting site audits, completing annual physical inventory, identifying service expansion opportunities, and supporting sales and customer discussions about capabilities, savings, and opportunities. The role supports Practical Process Improvement initiatives and site safety programs, including hazard identification, inspections, incident reporting and investigations, and holding local staff accountable to safety expectations. The position is primarily based at customer sites and may involve independent work there. Work may include chemical-based allergens, varied temperatures, hazardous or toxic materials, loud equipment, strong odors, and the use of required PPE. The role involves frequent standing, walking, manual material handling, and use of equipment such as pushcarts, pallet jacks, mobile cylinders, and forklifts. Overtime or independent work may be needed.

Requirements

High school diploma or equivalent required.
At least 4 years of experience in managed services in a laboratory setting.
At least 1 year of experience managing a team of at least 3 people.
Experience managing inventory.
Experience working in a Good x Practice (GxP) environment.
International Air Transport Association (IATA) and U.S. Department of Transportation (DOT) Hazardous Goods certification.
Leadership, supervisory, and interpersonal skills to lead, coach, and enhance team culture.
Basic understanding of employment and labor law regulations.
Strong verbal and written communication skills, with professional appearance and demeanor and respect for confidentiality.
Computer proficiency and intermediate skills in Microsoft Office.
Basic chemical knowledge, including chemical handling and calculations such as molarity and percent by volume.
Ability to use software for reagent batch records and chemical inventory tracking.
Strong analytical and problem-solving abilities, timely decision-making, workload balancing, and coordination of overlapping priorities in a fast-paced environment.
Proactive, prompt, resourceful, and communicative problem-solving approach.
Ability to promote a cohesive, customer-service-focused team culture.
Experience or demonstrated ability to navigate complex organizational structures to meet performance or service requirements.
Professional behavior, communication, and attire, and ability to coach the team by example.
Ability to work independently at customer locations as needed.
Ability to lift 30–40 pounds regularly and up to 50 pounds occasionally.
Ability to push or pull equipment and loads up to 100 pounds using equipment such as pushcarts, pallet jacks, mobile cylinders, or forklifts.
Ability to stand, walk, and conduct manual material handling, including twisting, bending, reaching, and lifting, for prolonged periods.
Ability to work in varied temperatures, including cold rooms and outdoors, and to use required PPE.
Ability to work overtime or independently as needed.
Successful completion of Thermo Fisher Scientific pre-employment screening, including background check and drug test, and any customer-mandated screening, credentialing, or badging requirements.

Nice To Haves

Bachelor’s degree in a related field, or a combination of education and experience demonstrating the required skills.
Military service or training may be considered in lieu of a degree.
Knowledge of OSHA General Industry requirements.

Responsibilities

Lead the daily supervision of a small team of customer site-based personnel to deliver high levels of customer service.
Oversee order, stockroom, and dock management; procurement; material handling; chemical tracking; glass wash; autoclave; aliquoting; media and reagent preparation; and cell culture support operations.
Lead a diverse, cross-functional team of on-site laboratory specialists.
Manage the employee lifecycle, including new-hire selection, identifying training needs, coordinating development training, and conducting performance evaluations.
Deliver the committed contractual scope of work.
Develop, track, and trend business metrics.
Collaborate with and support the Program or Regional Manager for customer performance reviews.
Act as a liaison between the 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.
Identify opportunities to expand services within assigned areas.
Provide capability review presentations and serve as a resource for the sales team and customer to identify savings and opportunities.
Support Practical Process Improvement initiatives and promote a process-improvement culture.
Support safety programs, including hazard identification, inspections, and incident reporting or investigations, and communicate and enforce safety expectations.
Represent Thermo Fisher Scientific professionally and positively at customer locations.
Perform other responsibilities as assigned by management.