Site Leader

Site Leader

Location:

Boston, Massachusetts | Cambridge, Massachusetts

Job
-057563

The Lab Instrument Services Site Leader ensures delivery of best-in-class customer support through managing service resources, including managers and individual contributors, within this assigned group to achieve established revenue and profitability goals as well as contractual requirements. In addition, the Site Lead will work in accordance with both Perkin Elmer and customer quality standards. This is an onsite position in Cambridge, MA.

• Lead partnership with the customer operations leads to deliver on the contractual obligations of customer agreements.
• Partner with customers to understand their service needs and goals to support in the delivery of service and drive custom sales solutions.
• Invest time developing relationships on an individual basis with key customer contacts to assess the customer value drivers at multiple levels of the organization.
• Manage and drive profitable business growth of the service plan for customer accounts.
• Identify key market/customer opportunities for growth and develop metrics and action plans to grow stronger customer relationships.
• Integrate product and service initiatives with resource deployment.
• Coordinate and consolidate a comprehensive analysis of area business and marketplace (e.g., installed base, new placements, support strategy, risks, opportunity to improve service to retain and develop new business) to support the business plan process and establish short- and long-term goals.
• Promote teamwork within the service and sales organization to maximize opportunities for the growth of Perkin Elmer.
• Recruit, hires and retain top talent. Proactively and routinely identifies a pool of high potential candidates to fill open and future service positions.
• Train and develop. Identifies ongoing team training to address service support improvement opportunities to reduce costs and maximize profitability.
• Manage performance issues.
• Drives succession planning through active support and deployment of the performance management process.
• Recognize and reward individuals who demonstrate exceptional performance.
• Acts as a primary escalation channel for local team to address customer and business opportunities
• Lead the Perkin Elmer staff by providing coaching, performance reviews, regular 1 on 1 meetings, and other administrative functions.
• Interface with the One Source Services Area Manager and the on-site team to ensure key customer contacts are effectively communicated to and customer satisfaction is maintained at a high-level.
• Ensure the delivery of uninterrupted service to the customer. To accomplish this, the individual must drive operational excellence by strategically managing resources as well as identifying areas of improvement.
• Report metrics as well as relevant project and logistics information to the Customer
• Work in accordance with all regulations and requirements for each customer site and/or department following GxP guidelines for ways of working and process documentation.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

• Excellent interpersonal, written, and verbal communication skills
• Technical problem-solving skills and attention to detail
• Excellent customer service skills complimented by an ability to listen to and interpret client requests.
• Aptitude for technical and practical matters.
• MS Office
  
  Skills:
  
  Outlook, PowerPoint, Word.

• Bachelor degree in Science, Biology, Chemistry or related discipline and 5+ years of experience in a laboratory environment and 3+ years in a leadership or supervisory role leading others and delivering administrative functions (i.e., Performance reviews, disciplinary actions, etc.) OR
• High School Diploma/GED with 10+ years of experience working in a research laboratory environment

• Bachelor’s degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, Information Technology, or related discipline including military experience.…