Service Site Leader-South San Francisco
South San Francisco, United States
Location: South San Francisco
Job Description Summary:
Manages the day to day execution of Site Level support service programs to meet customer objectives. Drives teamwork, communication, and efficiency through the Customer Service Engineers, Lab Ambassadors, and Work Flow Specialists to meet day to day objectives. Manage the daily balance of emergency service, preventative service, and normal daily schedule changes. Also provides partnership support with OEM vendor service programs. Conduct monthly review meetings to review outstanding items.
Accountable to the Area Manager and Director for service delivery and tactical support of the client account team. Ensure the delivery of best-in-class customer support effective service and resource planning/deployment. Act as a primary point of contact for all local site issues. Accountable for managing field service resources within this assigned group to achieve established revenue and profitability goals. Interface with the Area Manager and/or Director on a frequent basis to review operational performance, customer satisfaction status, staffing optimization and business expansion opportunities.
Duties and Responsibilities:
Manage to team to provide maintenance and support of in-scope equipment to insure best-in-class service within established time frame in the assigned OneSource account
Mentor and train staff at client location regarding best in class customer support, follow up communication and specific product line skills to drive growth and customer satisfaction
Work with Area Manager and/or Regional Manager to ensure on-site team is efficiently deployed and has proper training with cross training opportunities defined
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 to escalate critical issues
Collaborate with Area Manager and/or Director to drive talent development, overall business performance, and succession planning
Take an active role in developing on-site resources through mentoring and/or training activities
Accountable for all assigned staff administrative duties; including on-boarding, work hour documentation/approval, expense report approval, time-off, etc.
Address disciplinary and/or performance problems when necessary in accordance with company policy
Actively participate in compiling monthly and quarterly reports per the KPI/SLA requirements
Work with on-site and back office teams to obtain data, interrogate, format and present to the customer
Bachelor's degree in Biology, Chemistry, or Electronics related discipline.
Two or more years of relevant experience with analytical laboratories and/or service delivery
Prior supervisory experience desired
Effective written and verbal communication skills.
Strong multi-tasking and organizational skills.
Strong organizational skills with attention to detail and accurate data
Knowledge of laboratory safety practices
Demonstrated ability to provide customer communication via telephone and email
Demonstrated experience and proficiency in use of SAP systems and MS Office Suite, with advanced Excel skills.
Prior experience and proficiency in use of SAP and/or Maximo systems desired
Ability to work both independently and in a team 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.