Responsibilities

Key Responsibilities

This role is responsible for oversight of the onsite team and collaboration with functional leads. This team is responsible for carrying out the service activities for customer equipment within identified timelines as well as ensuring accurate and timely completion of all associated paperwork/documentation. This position is based in Rockville, MD.

Customer Support

• Coordinate adequate scheduling of service activities to ensure on-time delivery.
• Work in accordance with all regulations and requirements for each customer site, following Site Specific guidelines for ways of working and process documentation.
• Ensure adequate planning and coordination of team coverage to meet customer needs and achieve established operational metrics
• Act as a liaison between on-site staff and support to escalate critical issues
• Work in collaboration with Environment, Health and Safety (EHS) to ensure a high level of safety is maintained at the site.
• Collaborate with the Customer and PerkinElmer staff to ensure quality and compliance at the site.

Leadership

• Coach and train staff at client location regarding best-in-class customer support
• Provide clear, continuous communication regarding identifying site support
• Collaborate with LUE Lead to drive talent development, overall business performance, and succession planning
• Accountable for all assigned staff managerial duties; facilitate interviews, prepare for employee on-boarding, obtain and approve expense reports, review/approve time-off, etc.
• Present to the LUE Lead on-site team training with cross-training initiatives and opportunities.
• Attend floor/building oversight meetings.
• Facilitate weekly team lead meetings, as well as one on ones, performance reviews/evaluations 
• Address disciplinary and/or performance concerns when necessary in accordance with company policy
• Ensure team is following SOP’s, Work Instructions and documentation to conduct activities in a consistent and reliable manner.
• Be willing and able to fill in as needed to support the team in their functions.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time

Basic Qualifications

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology or related discipline including military experience. Degree in Business or Management also meets criteria.
• Minimum of 2 year in a leadership or supervisory role.

Preferred Qualifications

• Previous people management experience. 
• Demonstratable proficiency in Microsoft 365, including Outlook, Teams, Word, Excel and others.
• Strong communication skills both written and verbal.
• Self-motivated and ability to work under pressure to prioritize conflicting deadlines. 
• Service orientated attitude combined with innovative thinking.

• Knowledge of laboratory safety practices as defined by the Company and/or the customer’s site safety code.
• Experience working in a research laboratory environment is a must, with experience within the pharmaceutical industry as highly preferred.
• Strong interpersonal skills; strong team player with focus on customer satisfaction.
• Ability to operate a personal computer to enter data and generate reports, ability to communicate clearly and effectively with peers, managers, customers, and other technical support professionals is critical to successful performance in this role.
• Knowledge of 5S and/or 6 sigma principles is a plus.

Working Conditions

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
• Job pace may be fast and job completion demands may be high.
• Must be able to remain in a stationary position more than 25% of the time
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
• Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
• Employee may be required to handle hazardous waste according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hazardous waste.
• Potential risk to lab-based hazards including but not limited to extreme temperature, biological materials, hazardous chemicals.
• May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against animal allergens where animals are present in the laboratory environment.
• Must have reliable transportation and/or ability to travel between customer sites.