Customer Site Manager

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Able to lift 40 lbs. without assistance, Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Cold Room/Freezers -22degreesF/-6degrees C, Office

Job Description

At Thermo Fisher Scientific, our work makes a meaningful difference—from accelerating scientific discoveries and advancing cancer research to protecting the environment and ensuring food safety. As a Customer Site Manager – People Manager, you will lead onsite laboratory support operations while serving as the primary liaison between Thermo Fisher Scientific and key customer accounts. You will oversee service delivery, develop high-performing teams, drive operational excellence, ensure compliance within regulated laboratory environments, and deliver exceptional customer outcomes.

This role supports one or more customer locations through the Unity Lab Services portfolio, including laboratory asset management and laboratory support services such as procurement and work order management, stockroom operations, inventory control, shipping and receiving, chemical management, glassware processing, media and reagent preparation, and cell culture support.

Key Responsibilities

Operational Leadership

• Ensure the successful delivery of all contracted services in accordance with customer agreements and Statements of Work.
• Lead day-to-day site operations while partnering with Project Management, Operations, and Learning & Development teams.
• Execute account strategies that support revenue growth, operational efficiency, profitability, customer retention, and service expansion.
• Identify operational challenges, implement process improvements, and promote best practices to enhance productivity and customer satisfaction.
• Ensure compliance with all Thermo Fisher Scientific policies, customer requirements, and applicable regulatory standards.
• Monitor site operating expenses, labor utilization, and financial performance while identifying opportunities to improve profitability and operational efficiency.
• Monitor service quality, timeliness, accuracy, and issue resolution to ensure exceptional service delivery.
• Manage vendor relationships, monitor service performance, and ensure compliance with contractual service agreements.
• Foster a strong safety culture by ensuring compliance with all safety, security, and environmental policies while promoting proactive risk identification and corrective actions.

Customer Relationship Management

• Own site performance by monitoring and achieving key performance indicators (KPIs), service level agreements (SLAs), quality metrics, and customer satisfaction goals.
• Serve as the primary point of contact for assigned customer accounts.
• Build and maintain strong relationships with customers, vendors, and internal stakeholders.
• Lead regular business reviews, presenting operational performance, key metrics, and continuous improvement initiatives.
• Analyze operational, financial, compliance, and customer performance metrics to identify risks, opportunities, and growth initiatives.
• Identify opportunities to expand Thermo Fisher Scientific products and services within customer accounts.

People Leadership

• Lead, coach, mentor, and develop a diverse team of laboratory support professionals.
• Establish clear performance expectations, manage employee workloads, and conduct annual performance evaluations.
• Recruit, interview, hire, onboard, and train new team members.
• Foster a collaborative, inclusive, and high-performance culture aligned with Thermo Fisher Scientific's values of Integrity, Intensity, Innovation, and Involvement.
• Create and maintain standardized operating procedures and performance standards for onsite activities.

Continuous Improvement

• Drive operational excellence by applying Thermo Fisher Scientific's Practical Process Improvement (PPI) methodology and data-driven decision making to improve safety, quality, delivery, cost, and customer satisfaction.
• Support change management initiatives and implement innovative solutions that improve service quality and operational performance.
• Perform additional responsibilities as assigned by management.

Minimum Qualifications

• Master's degree and 4+ years of relevant experience, or Bachelor's degree and 6+ years of relevant experience in pharmaceutical, biotechnology, manufacturing, or another regulated industry.
• Minimum of 3 years of direct cGMP experience.
• Minimum of 3 years of people management or supervisory experience.

Preferred Qualifications

• Degree in Engineering, Chemistry, Pharmaceutical Sciences, or a related scientific or technical discipline is preferred.
• Experience with Practical Process Improvement (PPI).
• Experience supporting Fortune 500 pharmaceutical customers.

Required Knowledge, Skills, and Abilities

• Demonstrated ability to manage customer partnerships through effective execution of service agreements, KPI management, strategic planning, and operational excellence initiatives.
• Experience supporting successful regulatory inspections and customer audits.

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