Client Support Manager

Flagshipinc; San Jose (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

Flagship Facility Services, Inc. in San Jose is seeking a Lab Services Operations Manager to own and oversee field operations and supporting teams.

You will lead day-to-day activities, coordinate with client contacts, and drive process improvements to ensure on-time, high-quality service while managing a high-performance team. The role requires a 4-year degree and 2+ years of leadership experience; remote team management is a strong plus.

Qualifications

• 4-year degree or equivalent experience.
• 2+ years of team management and leadership experience.
• Experience managing remote teams a strong plus.
• 2+ years of laboratory or medical environment experience a plus but not required.
• Microsoft Office skills, Excel, Word; excellent written and verbal communication.

Responsibilities

• Manage the day-to-day operations and performance of the field operations team.
• Act as a point of contact with customer personnel, troubleshooting and resolving escalated issues.
• Ensure smooth client site operations including PTO, absences and critical coverage requests.
• Maximize billable hours of unassigned field staff on labs moves and projects.
• Provide mentoring and develop a high-performance team; enforce quality, safety, and performance measures.

Skills

Team management

Leadership

Communication skills

Collaboration

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Microsoft Excel

Microsoft Word

Job description

This position has ownership and accountability to directly manage Lab Services field operations and supporting teams. This is a dynamic position that requires superior organizational skills, attention to detail, best-in-class customer service and a can-do attitude. The ideal candidate will be professional, articulate and enjoy working within a collaborative, fast-paced start-up environment. You will leverage a broad range of skills with a high degree of professionalism, initiative, proactivity and collaboration, and exercise good judgment in a variety of situations. You must be able to work under pressure with the ability to handle a wide variety of activities with significant attention to detail and handle confidential matters with discretion.

Essential Functions:

• Manage the day-to-day operations, and performance of the field operations team.
• Act as a point of contact with customer personnel, including troubleshooting and resolving escalated customer issues.
• Work with managers and supervisors to ensure smooth client site inclusive of PTO requests, employee absences and critical client coverage requests.
• Oversight to maximize billable hours of unassigned field staff to tasks/projects such as lab moves and special projects.
• Responsible for the accuracy and updates of team structure
• Manages and leads a high-performance team; provides mentoring.
• Fosters a success-oriented, accountable environment.
• Manages policy in the areas of quality, cost reduction, complete and on-time delivery, safety, customer satisfaction, employee relations, visual controls, and performance measures.
• Conducts regular meetings with supervisors/management to review ongoing work, procedures, problem solving, etc.
• Learning and performing Lab Services tasks as needed. Providing training, backup, and additional support for Lab Services direct reports.
• Identifying and implementing improvements and best practices to internal and client-facing services workflows
• Performing work process documentation, metrics tracking, communication routines, and client account management tasks.
• Performance management of direct reports and assigned service areas.
• Additional administrative and lab services support tasks as necessary.

Requirements

• 4-year degree or equivalent experience.
• 2+ years of team management and leadership experience.
• Experience managing remote teams a strong plus
• 2+ years of laboratory or medical environment (academic or industry) experience a plus but not required.
• Microsoft Office skills, i.e. Excel, Word, etc. Excellent written and verbal communication skills
• Professional demeanor and superior interpersonal skills are essential.
• Proven ability to work well with others and motivate people.
• Will work both independently and as part of a team with people at all levels of the organization.
• Small-to-large office environment.
• Fast paced work environment.
• The noise level in the work environment is usually moderate.
• Exposed to a combination of normal office type environments and shop environments.
• Regularly exposed to dust, odors, oil, fumes, cleaning products and noise.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to perform the following repetitive movements: stand, walk, sit, handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear. Ability to stand, walk, and sit for long periods of time. The employee may occasionally lift and/or move up to 40 pounds of office and facilities equipment (cleaning products, tools, and ladders) and trash and the ability to safely use equipment provided.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Under The Americans with Disabilities Act reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.