Customer Site Supervisor

Job Description

Job Summary:

• In this role you will serve as an Asset Management Resource for a key customer account, providing day to day management, support, and technical guidance to meet the Client and Customer objectives.
• The Site Supervisor is responsible for ensuring the efficient operation of the laboratory by overseeing various service tasks related to asset management, managing work orders in Asset Management databases and account/site level inventory.

Duties and Responsibilities:

• Conduct account/site operations in accordance with terms and conditions of program contract and Statement of Work.
• Support overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.
• Develop and maintain positive and professional working relationships with clients, service vendors and Client staff.
• Support in management, completion and presentation of contract Statement of Work, as related to individual account specific contract renewals.
• Strive for customer satisfaction and loyalty
• Support the development of quarterly business reviews for managed accounts, attend and present in lead role during meetings.
• Support action plans and tracking mechanisms to drive continuous improvement.
• Ensure that all compliance and regulatory guidelines are met specific to asset management and services program to include all facets of inventory management through provided tools.
• Monitor all service activities and issues to include, timeliness, accuracy, and quality of the event.
• Responsible for accurate data input to Resource Center database to include service requests, work orders and purchase order information.
• Monitor and maintain up-to-date service and financial documents for service contracts.
• Ensure vendor compliance.
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness, ensuring accuracy and adherence to established procedures.
• Verify and update the CMMS (Computerized Maintenance Management System) with the most up-to-date information regarding onsite assets and entitlements.
• Meet and escort engineers into the laboratory, ensuring a smooth transition into their work environment.
• Support customer concern and problem resolution at account as needed.
• Support responsibilities of site service staff.
• Adhere to all Client and customer security and safety procedures.
• Participate in PPI project teams as assigned to improve business performance.
• Other appropriate duties as assigned by Client management.

Minimum Requirements/Qualifications:

Education and Experience:

• Bachelor’s degree in a relevant field or equivalent experience.
• 3-5 years of Industry experience in one or more of the following areas: Agriculture, Life Sciences, Healthcare, Biomedical or related field.
• 2 years people management/supervisor experience with direct employee oversight.
• Solid understanding of laboratory operations, safety protocols, and engineering processes.
• Experience in a customer facing position.

Knowledge, Skills, and Abilities:

• Familiarity with CMMS systems and proficiency in using related software for data management.
• Attention to detail and a commitment to maintaining high standards of accuracy and compliance.
• Effective communication skills, both written and verbal, to interact with engineers, suppliers, and internal partners.
• Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
• Ability to work independently and collaboratively within a team environment.
• Proficiency with Microsoft Word, Excel, PowerPoint.
• Demonstrate Client values – Integrity, Intensity, Innovation and Involvement.

Physical Demands & Work Conditions:

• Works primarily at customer locations, in office environment to include cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations and laboratory environments
• May be required to work independently within customer location
• Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing.
• Level of Visual Acuity: Clerical, professional, administrative.
• Depending on area of building, personal protective equipment may be worn to include lab coats, coveralls, hood, facemask, hairnets and/or safety gloves.
• Some areas require steel toe shoes, bump hats and/or safety glasses.