OneSource Site Lead - New England
Cambridge (1st Street), Customer Site - MA
This role is critical to the success of the customer site and will be the subject matter expert (SME) with all activities for the site.
The SME will be engaged with all key PKI Functional groups and all critical customer personnel. This role is also a primary point of escalation to help resolve customer issues quickly and in a satisfactory manner.
Ensure adequate planning and coordination of coverage to meet customer needs and achieve established operational metrics
Actively participate in compiling monthly and quarterly reports per the KPI / SLA requirements
Ensure that resources are deployed consistently with defined objectives to meet customer demands
Act as a liaison between on-site staff and support to escalate critical issues
Work with on-site and back-office teams to obtain data, integrate, format and present to the customer
Work in collaboration with employee health and safety to ensure a high level of safety is maintained in at the site.
Collaborate with the Customer and PerkinElmer staff to ensure quality and compliance at the site.
Develop customer desired growth by identifying activities in which we can provide additional services, working with all critical PerkinElmer and customer team members and following proper approval processes.
Coach and train staff at client location regarding best-in-class customer support
Provide clear, continuous communication regarding identifying site support
Collaborate with Service Manager 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 Service Manager 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
Identify and / or create SOP’s, Work Instructions and documentation to ensure the team conduct activities in a consistent and reliable manner.
Oversee site budget and communicate financials with the program manager
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.
Business or Management Degree also meets criteria.
Minimum of 2 year in a leadership or supervisory role.
Preferred Qualifications :
Experience of working in a compliance-driven environment.
Experience using 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 customer satisfaction focus
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.
The primary working conditions associated with this position is dependent on the specific customer site and the types of services we support at the site.
Conditions can vary anywhere from office areas, lab spaces, to freight elevators etc.
Employee may be 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 aspects of the daily activities, and any potential safety hazards are addressed and corrected immediately.
Understand the ergonomic relationship between people, equipment, and working environment.
Other Requirements :
Must be able to remain in a stationary position 2-3 hours in laboratory areas.
The person in this position needs to occasionally move inside and outside the lab
Reach above / below the shoulder, bend at the knees and waist.
Frequently moves up to 25 pounds of laboratory equipment and machinery.
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Use of personal protective equipment in laboratory.