Onsite Service Team Leader
il y a 4 semaines
For a prominent customer location, we are seeking a dedicated Site Operations Supervisor. This role coordinates and oversees daily service activities at the customer facility, empowering the team to consistently provide outstanding service.
The Customer Site Supervisor collaborates with a team of 5 Service Specialists, focusing on onsite customer support. (Vendor Managed Inventory & Glassware Maintenance) Together with your team, you will prioritize customer satisfaction, aiming to deliver exceptional service.
Key Responsibilities:
• Direct the on-site service specialists who operate daily at a key customer location. Participate in the recruitment process, train, and assess team performance. Actively pursue development opportunities for team members and yourself, fostering a positive work environment and strong morale.
• Ensure comprehensive delivery of the agreed-upon service scope. (Management of consumable inventory, order replenishment, glassware maintenance, procurement of items through automated systems, and participation in customer meetings)
• Guarantee that customer requirements are fulfilled and high-quality service is maintained through various methods, including monitoring staff performance, productivity, attendance, and reporting on performance metrics. Assist in resolving customer issues.
• Lead all performance evaluations to enhance customer perceptions. This includes reviewing customer scorecards, assessing talent, addressing discrepancies, and disseminating customer metrics throughout the organization. Attend and engage in quarterly business reviews at client locations.
Qualifications:
• Bachelor's Degree with 1-2 years of relevant experience OR an Associate degree with a minimum of 3-4 years of supervisory or management experience in a laboratory or lab services environment.
• Strong analytical skills and the ability to think independently to make informed decisions in a dynamic work setting.
• Proven understanding of automated systems – capability to generate reports (in Excel) based on customer demand.
• Proficient in verbal and written communication.
• Fluency in both French and English is essential.
• Demonstrated ability to manage multiple concurrent issues and prioritize team workloads effectively.
• Consistent track record of collaborating with internal and external customers.
• Comprehensive understanding of service management and customer satisfaction.
• Detail-oriented, adept at problem-solving, and promotes a collaborative team environment.
• Excellent computer/software skills (Outlook, Excel, Word, PowerPoint).
• Self-driven and motivated.
• Basic knowledge of employment and labor law regulations.
Essential Hiring Criteria:
• Must demonstrate leadership and supervisory capabilities to guide, coach, and empower a team, along with strong interpersonal skills to engage effectively with employees and various levels of the customer organization.
• Must possess excellent written and verbal communication skills to articulate ideas, share technical information, and develop procedures and plans. Ability to manage conflicts and provide constructive feedback is essential.
• Must exhibit analytical and critical thinking skills to evaluate and interpret information and procedures, enabling timely decision-making in a fast-paced, evolving work environment.
• Commitment to excellence in customer service and a proactive approach to problem-solving.
• Strong proficiency in Microsoft Excel.
• Familiarity with staffing projections and budget management.
• Experience in inventory management and/or supply chain operations.
Working Environment:
• Primarily operates at customer locations, in office settings that may include cubicles, shipping/receiving docks, stock rooms, storage areas, and laboratory environments.
• May require independent work at customer sites.
• Extensive walking may be necessary.
• May involve lifting, pushing, and pulling weights of 30-40 pounds consistently; occasional lifting of up to 50 lbs may be required.
• Capable of operating handling equipment such as push trolleys and pallet trucks.
• Depending on the work area, personal protective equipment may be necessary, including lab coats, coveralls, facemasks, hairnets, and safety gloves.
• Some areas may require steel-toed shoes, bump hats, and/or safety glasses.
• Must be able to work the hours necessary to fulfill job responsibilities.
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