1. Team Leadership & People Management

• Lead, supervise, and develop a team of associates on-site

• Set clear daily and weekly priorities aligned with operational and client needs

• Monitor performance, provide regular feedback, and conduct performance reviews

• Foster a positive, collaborative, and accountable team culture

• Coach team members to enhance skills, engagement, and service mindset

• Ensure proper onboarding, training, and continuous development of team members

2. Client Relationship & Service Management

• Act as the primary point of contact for internal customers (lab managers, scientists, end users)

• Proactively manage client needs and ensure high levels of satisfaction

• Lead regular service meetings and operational reviews with stakeholders

• Ensure clear communication, alignment of priorities, and expectation management

• Act as the interface between the client and internal Avantor support functions (HR, commercial, operations)

3. Operational Management

• Oversee daily lab support activities, including:

• Order and inventory management

• Sample handling and logistics

• Gas cylinders, liquid tanks, and liquid nitrogen management

• Dry ice, solvents, buffers, and consumables handling

• Glassware washing and lab support services

• Waste management processes

• Ensure timely, accurate, and efficient execution of all operational tasks

• Plan and coordinate activities based on customer priorities and operational demand

• Map and organize workflows to maximize efficiency and service quality

• Maintain a hands-on approach, stepping in to support operations when needed and not hesitating to “roll up sleeves” to ensure service continuity

4. Performance Management & KPIs

• Define, monitor, and report on key performance indicators (KPIs), such as:

• Service level adherence (SLA compliance)

• On-time task completion rate

• Inventory accuracy and stock availability

• Order processing lead times

• Customer satisfaction (VOC, feedback)

• Incident and deviation rates

• Near misses and misses

• Conduct regular performance reviews and track progress against targets

• Use data analysis to identify trends, gaps, and improvement opportunities

• Implement corrective actions and continuous performance improvements

• Do Gemba walks regularly

5. Continuous Improvement & Problem Solving

• Identify inefficiencies and drive process optimization initiatives

• Analyze operational issues and implement practical, sustainable solutions

• Improve workflows, resource allocation, and service delivery models

• Promote a culture of innovation and continuous improvement within the team

6. Compliance, HSE & Quality

• Ensure adherence to site HSE policies and safe working practices

• Maintain a compliant work environment in line with client and regulatory expectations

• Support audits and inspections; ensure readiness at all times

• Contribute to deviation management and corrective/preventive actions (CAPA) when required

• Ensure proper implementation and use of Standard Operating Procedures (SOPs)

Qualifications & Experience

• Bachelor’s degree in a scientific field or equivalent experience

• Minimum 3 years of experience in team management / people leadership

• Experience in a laboratory, pharmaceutical, or regulated environment is strongly preferred

• Previous experience in onsite support operations or lab services preferred

Skills & Competencies: Leadership & Behavioral

• Strong leadership and team management capabilities

• Coaching mindset with ability to develop people

• Customer-focused with a strong service orientation

• Proactive, structured, and solution-oriented

• High level of accountability and ownership

• Flexible and adaptable in a dynamic environment

Technical & Functional

• Strong problem-solving and analytical skills

• Experience with operational performance tracking and reporting

• Knowledge of HSE practices in a lab environment

• Working knowledge of GxP / compliance frameworks (awareness level)

• Proficient in Microsoft Office tools (Excel, Outlook, Teams, etc.)

Languages

• Fluent in French and English (written and spoken)

Profile

We are looking for a hands-on operational leader with strong people management skills and a customer-centric mindset. The ideal candidate combines structure, leadership, and adaptability to manage complex on-site lab support operations while driving performance, efficiency, and continuous improvement.

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