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Site Leader

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    Location(s)
  • San Diego, CA

Status Regular Job ID JR-011515 Recruiting Region Americas

Job Description :

Job Purpose: Accountable to the Area Manager for service delivery and tactical support of the OneSource account service team. Ensure the delivery of best-in-class customer support (service, preventive maintenance, product solutions, customer and sales relations, laboratory services and parts inventories) through effective service and resource planning/deployment. Act as a primary contact point for all local client issues. Interface with the Area Manager on a frequent basis to review operational performance, customer satisfaction status, staffing optimization and business expansion opportunities.


Core Job Duties:

Resource Planning and Deployment: Work with Area Manager to effectively deploy assigned CSEs to meet customer demands in the account. Work with Area Manager to ensure on-site team is efficiently deployed and has proper training with cross training opportunities defined. Develop and maintain ongoing communication and a strong working relationship with peers to understand and manage resource availability/limitations. Ensure adequate planning and coordination of coverage to meet customer needs and achieve established operational metrics. Interpret SOW and associated agreements and ensure that resources are deployed consistently with defined objectives. Act as liaison between on-site staff and support staff to escalate critical support issues.

Resource Development: Take an active role in developing on-site resources through mentoring and/or training regarding best-in-class customer support, follow up, communication, and specific product line skills to drive growth and customer satisfaction. Work with on-site team and Training Department to assure the appropriate training and cross training opportunities are available. Provide input for and assist with the LEAD Process. Collaborate with the Area Manager to drive talent development, overall business performance, and succession planning through the LEAD Process. Address disciplinary and/or performance problems when necessary in accordance with company policy.

Customer Reporting Requirements: Take an active role in compiling the monthly and quarterly reports per the KPI/SLA requirements. Work with the on-site and back office teams to obtain data, interrogate, format and present to the customer.

The list of duties and responsibilities is not exhaustive and may be substituted
necessary.

Required Qualifications:

  • 2-4 year of management experience, preferably in a pharmaceutical R&D chemistry lab operations and/or service delivery
  • Advanced Excel skills (able to use VLOOKUP and Pivot Table)

Preferred Qualifications:

  • Bachelors degree
  • Proficiency in use of CMMS systems and MS Office Suite
  • Demonstrated ability to provide customer service via face-to-face, email and phone
  • Ability to work both independently and in a team environment
  • Ability to work remote
  • Effective written and verbal communication skills
  • Ability to prioritize multiple requests with different levels of urgency
  • Strong organizational skills with attention to detail and accurate data entry

Physical Demands

  • The overall physical exertion of this position requires:
    • Sit or stand 2-3 hours in laboratory areas.
    • Walk 2-3 hours within a facility.
    • Reach above/below the shoulder, bend at the knees and waist.
    • Lift up to 25 lbs.
    • Office work activities, including keyboard, with fingers/hands/arms up to 4 hours.
    • Work around moving laboratory equipment and machinery.
    • Use of personal protective equipment in laboratory.
    • Work with biohazards such as blood borne pathogens.

Working Environment

  • Must be able to work in a laboratory, controlled environments requiring personal protective equipment.
  • Job pace may be fast and job completion demands may be high.
  • Employee maybe required to manage hazardous wastes in compliance with company procedures & State/Federal/Local hazardous waste regulations. Duties may include: Identifying, handling, generating, accumulating, storing, labeling.
  • Ensure safety, security, and the environment in all aspect of the daily activities, and any potential safety hazards are addressed and corrected immediately.
  • Understand ergonomic relationship between people, equipment and working environment.

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

Apply Now

PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

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