Team Leader, Customer Site

Thermo Fisher Scientific•Manchester, NH

8d•Onsite

About The Position

The Team Leader, Customer Site leads the daily supervision of a small team of customer-site personnel to consistently deliver high levels of customer service. The role oversees integrated laboratory service offerings, 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 Team Leader manages the employee lifecycle, delivers the committed contractual scope of work, tracks business metrics, and supports customer performance reviews. Acting as a liaison between the customer and Thermo Fisher Scientific, the role also coordinates vendor escorts and customer visits, develops and implements SOPs, conducts site audits, and ensures completion of the annual physical inventory. The position identifies opportunities to expand services and find savings, supports Practical Process Improvement initiatives, and contributes to safety programs through hazard identification, inspections, and incident reporting or investigations. The role represents Thermo Fisher Scientific professionally at customer locations and may take on other responsibilities assigned by management. The position is based primarily at customer sites and may require independent work at those locations. Work may take place in laboratory, warehouse, and other customer-site areas, including spaces where chemical-based allergens are in use. PPE is required in designated areas. The role involves lifting, pushing and pulling materials, prolonged standing and walking, manual material handling, and working in varied temperatures. Overtime or independent work may be required as needed. Employment is conditional on successful completion of Thermo Fisher and any customer-required screening, credentialing, or badging.

Requirements

High school diploma or equivalent required; a bachelor's degree in a related field is preferred, or an equivalent combination of education and experience. Military service or training may be considered in lieu of a degree.
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 in a GxP environment and IATA and U.S. 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; professional appearance and demeanor; ability to uphold confidentiality and Thermo Fisher Scientific's values.
Computer proficiency and intermediate skills with Microsoft Office software.
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.
Analytical problem-solving and decision-making abilities, including rebalancing staff workloads and coordinating 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.
Ability to navigate complex organizational structures and coordinate with partners outside the customer site to meet performance or service requirements.
Professional behavior, communication, and attire, and ability to coach the team by example.
Ability to complete required pre-employment and customer-mandated screening, credentialing, and badging.
Ability to lift 30–40 pounds regularly and up to 50 pounds occasionally.
Ability to use pushcarts, pallet jacks, mobile cylinders, and forklifts to push or pull loads up to 100 pounds.
Ability to stand, walk, and perform manual material handling—including twisting, bending, reaching, and lifting—for prolonged periods.
Ability to work in varied temperatures and in areas where chemical-based allergens may be present.
Ability to work overtime or independently as needed.
Ability to wear required PPE, including lab coats, coveralls, hoods, facemasks, hairnets, safety gloves, steel-toe shoes, bump hats, and/or safety glasses, depending on the work area.

Nice To Haves

Bachelor's degree in a related field.
Knowledge of OSHA General Industry requirements.

Responsibilities

Lead the daily supervision of customer-site personnel to support consistently high levels of customer service.
Oversee order, stockroom, and dock management; procurement; material handling; chemical tracking; glass washing; autoclave; aliquoting; media and reagent preparation; and cell culture support operations.
Lead a diverse, cross-functional team of on-site laboratory specialists.
Manage employee selection, identify training needs and solutions, coordinate development training, and conduct performance evaluations.
Deliver the committed contractual scope of work.
Develop, track, and trend business metrics; collaborate with and support the Program or Regional Manager during customer performance reviews.
Act as the liaison between the customer and Thermo Fisher Scientific; coordinate vendor escorts and customer visits.
Write and implement SOPs, conduct site audits, and ensure completion of annual physical inventory.
Identify opportunities to expand services, provide capability review presentations, and support the sales team and customer in identifying savings and opportunities.
Support Practical Process Improvement initiatives and a culture of process improvement.
Support safety programs, including hazard identification, inspections, and incident reporting or investigations; communicate safety expectations and hold local staff accountable.
Represent Thermo Fisher Scientific professionally and positively at customer locations.
Perform other responsibilities as assigned by management.