Team Leader, Customer Site

Thermo Fisher Scientific•Indianapolis, IN

About The Position

The Team Leader supervises a small team of customer site-based personnel and ensures the team consistently delivers high levels of customer service. The role oversees laboratory service operations, including order, stockroom and dock management; procurement; material handling; chemical tracking; glass washing; media and reagent preparation; and cell culture support. The position leads a diverse cross-functional team and manages the employee lifecycle, including hiring, training needs, development training, and performance evaluations. It delivers the contracted scope of work, tracks business metrics, and supports customer performance reviews with the Program or Regional Manager. The Team Leader also serves as a liaison between Thermo Fisher Scientific and the customer, coordinates vendor escorts and customer visits, writes and implements SOPs, conducts site audits, and ensures annual physical inventory is completed. The role identifies opportunities to expand services, presents capability reviews, and helps the sales team and customer identify savings and opportunities. It supports process improvement initiatives and safety programs, including hazard identification, inspections, incident reporting and investigations, and communicating safety expectations. The position works primarily at customer sites, sometimes independently, and may involve chemical-based allergens, PPE, physical material handling, varied temperatures, and overtime as needed. Other responsibilities may be assigned by management.

Requirements

High school diploma or equivalent.
At least 4 years of experience in managed services in a laboratory setting, including reagent preparation and chemical handling.
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, professional demeanor, and ability to maintain confidentiality.
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.
Strong analytical and problem-solving skills, timely decision-making, ability to rebalance staff workloads, and ability to coordinate overlapping priorities in a fast-paced environment.
Ability to lift 30–40 pounds regularly and up to 50 pounds occasionally.
Ability to push or pull loads up to 100 pounds using equipment such as pushcarts, pallet jacks, mobile cylinders, and forklifts.
Ability to stand, walk, and perform manual material handling—including twisting, bending, reaching, and lifting—for prolonged periods.
Ability to work in varied temperatures, including cold rooms and outdoors.
Ability to work overtime or independently as needed.
Successful completion of Thermo Fisher Scientific and any customer-required pre-employment 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

Supervise a small team of customer site-based personnel and support consistent delivery of high levels of customer service.
Oversee order, stockroom and dock management, procurement, material handling, chemical tracking, glass washing, media and reagent preparation, and cell culture support operations.
Lead a diverse cross-functional team of on-site lab specialists and manage hiring, training needs, development training, and performance evaluations.
Deliver the committed contractual scope of work and develop, track, and trend business metrics.
Collaborate with and support the Program or Regional Manager during customer performance reviews.
Act as liaison between the customer and Thermo Fisher Scientific, and 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, present capability reviews, and help identify savings and opportunities for the sales team and customer.
Support Practical Process Improvement initiatives and a culture of process improvement.
Support safety programs, including hazard identification, inspections, incident reporting and investigations, and communicating and enforcing safety expectations.
Represent Thermo Fisher Scientific professionally and positively at customer locations.
Perform other responsibilities as assigned by management.