LIS/LTS Assoc Supervisor

Job Description

Full Spectrum Lab Services from CBRE offers a professional suite of services to a variety of clients in the life sciences industry, including those in pharmaceuticals, biotech, medical devices, and genomics, as well as contract research organizations (CROs) and contract manufacturing organizations (CMOs).

Our comprehensive range of services includes laboratory consulting, real estate services, instrumentation repair and maintenance, full asset management, and more-covering the entire spectrum of life sciences facilities. With expertise across various life sciences categories, CBRE is a leader in managing highly-regulated spaces within the industry.

About the role

This position delivers highly visible customer support and ensures that technical competence, resources and tools, at an aggregated level, meet customer expectations. Incumbent will ensure restorative solutions for the most difficult issues experienced by FSG customers. Activities will be technical in nature coupled with advanced logistics issues on a national level. This person will be responsible for dispatching and partnering resources on complex issues involving usage, configuration, peripheral integration, and user capability.
What you'll do

• Be the primary leader of the Technical Resource Group (TRG). Ensuring that FSEs needing assistance obtain it
• Partner expertly trained FSEs with novice FSEs on complex issues as a method of driving advanced-level technical training
• Assist FSEs with increasing their utilization metric and NPS scores through efficient & effective troubleshooting techniques
• Review parts ordering/usage. Understand ordering & shipment request practices and how they relate to troubleshooting capability
• In addition to complex problem solving, this position will perform installations, repairs, PMs and IQ/OQ/PQ services on analytical instruments (e.g., Agilent, Waters, Shimadzu, Thermo, and/or Dionex) at customer location or in-house
• Participates in the growth of the company
• Responsible for day-to-day leadership of all field service issues ensuring adherence to performance objectives
• Drive definition, optimization and simplification of critical issue processes used by service personnel and customers
• Provides thought-leadership and focus on the technical aspects of serviceability
• Provides technical guidance and acts in an advisory capacity to management on technical issues
• Acts as a Customer Service ambassador for high-profile accounts that are in escalation
• Involve appropriate internal parties to ensure that all aspects of a raised issue are addressed and resolved to reasonable customer specifications
• Provides technical leadership to Field Service Engineers ensuring a consistent approach to technical and procedural-based problem solving
• Supports FSEs provide timely and effective response to customers by advising on technical issues and/or coordinating services with relevant internal organizations, such as Sales, Service, Logistics and QA
• Reviews proposed system design changes for impact to customer environments
• Regularly conducts training and coaching meetings for FSEs to ensure a common technical approach to service delivery

Drives continuous product and process improvements within the Operations organization by ensuring integration of findings and recommendations into new troubleshooting techniques
Supervisory responsibilities

Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies.

What you'll need
Qualifications

• Advanced service knowledge of GC, HPLC, Purge & Trap, TOC, GC/MS & LC/MS required
• Bachelor's degree in science (chemistry, analytical chemistry biochemistry, biotechnology or similar) or equivalent lab experience
• Knowledge of lab practices, standard concepts, and test procedures for analytical instruments
• MS office skills required
• A valid driver's license in good standing is required
• Ability to train and lead others
• Must complete QMS training assigned to position title
• Must meet lawfully required customer/vendor credentialing requirements necessary to gain site access. These requirements vary by customer/vendor and may include but are not limited to post-employment background checks, various forms of drug testing, vaccinations, fingerprinting, proof of valid identification, and/or adherence to customer-specific substance abuse programs.

Travel/Other Requirements

• Ability to travel to various locations daily and interact with a broad range of clientele
• Overnight travel will be required

Valid driver's license is required
EDUCATION and EXPERIENCE

Bachelors degree science or engineering.

Five years relevant field experience in laboratory and / or manufacturing pharmaceutical or equivalent regulated environments required. Knowledge of analytical instrument maintenance and / or laboratory technical services. Applicable regulatory guidelines and audit experience.

• 5 to 7 years of field service experience
• 3 to 5 years leadership experience

Communication skills

Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate with key employees, top management, and client groups to take desired action.
Financial knowledge

Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.
Reasoning ability

Ability to solve advanced problems and take care of a variety of options in complex situations. Requires analytical and quantitative skills with experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.
OTHER SKILLS and ABILITIES

Experience with Desktop publishing, Microsoft Office Suite, and Online Help.

Through understanding and knowledge of national and international standards relating to metrology quality systems.

Demonstrated use and understanding of physical standards of mass, temperature, flow and pressure. Demonstrable skills in analytical instrument maintenance and / or laboratory technical services.
Scope of responsibility

Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impact to co-workers, supervisor, department and/or line of business.

Why CBRE?

We offer comprehensive benefits such as health, vision and life insurance, 401k, personal time off, among others.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future

CBRE carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The range for this position is $100,000 to $127,000. The compensation that is offered to a successful candidate will depend on the candidate's skills, qualifications, and experience.

CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.