Team Leader, Customer Site

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Able to lift 40 lbs. without assistance, Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Various outside weather conditions

Job Description

Job Title: Work Order Supervisor, Band 5

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location/Division Specific Information:

Customer location in Thousand Oaks, California - On-Site

Discover Impactful Work:

The Work Order Supervisor is responsible for the daily supervision of 5-15 Site Unity Lab Services personnel, enabling the team to deliver excellent service to our customers. The Work Order Supervisor is responsible for meeting the goals and objectives of the customer location, as determined by customer requirements. Services may include order entry, coordinating equipment/instrument services, order management, and operating customer procurement systems

A day in the Life:

• Lead, mentor, and empower a team of laboratory support staff providing support directly contributing to the customer experience.
• Partner with customer to identify meaningful RACI, Service Level Agreements (SLA), and Key Performance indicators. Drive excellence in the program through clear communication, scientific collaboration, service scope expansion, SLA adherence, development of business metrics, and team management.
• Partner with functional area partners to supervise performance, efficiency, and report performance metrics. Evaluate trending of metric data; perform root cause analysis and develop CAPAs as required.
• Lead customer and program communication, candidate selection process, support training, and evaluate staff performance. Lead business reviews to highlight program capabilities and define new opportunities.
• Earned trust as customer advisor, champions innovation, ensures consistency in key initiatives, and maintains high service quality.
• Work within Computerized Maintenance Management System (CMMS) to lead work orders and assets by making updates, requesting changes, routing workflows, crafting new workflows, etc.
• Manage daily vendor escorting schedule, communicate with customers, track/report metric data, represent supervisor in meetings, predict service disruptions.
• Provide technical expertise and training, advise projects, report work order status, address client concerns, manage shared e-mailbox, lead sub-team meetings, and accompany engineers onsite.
• Forecast resource needs and/or process revisions vital to meet production demand. Handle CCR requests; development of scope of work and following established process.
• Supports Practical Process Improvement (PPI) and focuses on improving processes with the goal of providing stellar customer service.
• Performs duties as assigned

Keys to Success:

Education:

Requires a Bachelor’s degree and a minimum of 3 years of related experience; or an advanced degree with limited experience; or equivalent work experience.

Experience:

3+ years of experience in a supervisory/team lead role required

3+ years of experience in a laboratory setting; experience in GLP/GMP environment preferred

Overall understanding of service management

Focus on laboratory safety and GXP compliance

Experience in a subcontractor matrixed environment

Knowledge, Skills, Abilities:

Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment.

Proficient verbal and written communication skills; including experience in writing SOP’s and presentation skills.

Excellent computer/software skills. (Outlook, Excel, Word, PowerPoint).

Must be flexible with hours.

Basic understanding of employment/labor law regulations.

Our Mission is to enable our customers to make the world healthier, cleaner, and safer. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, address sophisticated scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued. Join our team today!

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Compensation and Benefits

The salary range estimated for this position based in California is $59,400.00–$89,000.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards