Onsite Service Supervisor

The Opportunity

In this role, you will report to the site services manager and will work closely with the Avantor's Lab and Production Services professionals to serve our customers by performing customized, mission-based lab work and research protocols that help return time back to science.

Shift: Monday - Friday, 7 am - 4 pm or 8 am - 5 pm, during business hours

Location: Hillsboro, OR

Benefits:

• Health and Wellness: Medical, Dental, Vision, and Wellness programs (eligible for medical coverage on day 1)
• Time Off: Paid Time Off (PTO), Company-paid holidays, Choice holidays, etc.
• Financial Well Being: Spending Accounts: Flexible Spending Account (FSA), Health Savings Accounts (HSA), commuter benefits, 401(k), tuition assistance, employee stock purchase plan discount
• Added Protection Coverage: To include critical illness, hospital indemnity, accident, legal, identity theft protection, pet, auto, and home insurance.
• Recognition: Celebrate your peers and earn points to redeem on gifts and products

What We're Looking For

• Education: High School Diploma or GED required; Higher Education degree in supply chain, business, or life sciences preferred
• Experience: 5+ years of experience in laboratory services, warehouse, logistics, or inventory management operations; 2+ years of formal supervisory experience with direct reports and full performance management responsibility
• Documented experience leading operational improvement initiatives
• Experience in a client-embedded services or regulated facility environment
• Collaboration Tool: Microsoft Teams experience
• Documented experience leading operational improvement initiatives
• Experience in a client-embedded services or regulated facility environment
• Proficiency with inventory management systems (SAP, Workday, LIMS, or equivalent) including reporting and analytics modules
• Intermediate Excel skills including pivot tables, lookup functions and basic data analysis
• Ability to analyze operational data and communicate findings to non-technical audiences
• Working knowledge of continuous improvement methodologies (Lean, Six Sigma)

Preferred

• Advanced Excel, Power BI or Tableau experience
• Formal Lean or Six Sigma Green Belt training
• Experience with Workday, Kronos/UKG or equivalent HRIS/timekeeping systems
• Lean Six Sigma Green Belt
• Experience in pharmaceutical, biotech, or regulated manufacturing client environments
• Managing vendor relationships and coordinating third-party logistics

How You Will Thrive and Create an Impact

Avantor's Lab and Production Services team is a crucial part of the Avantor Services group serving over 500 customers in biopharma, pharmaceutical, educational, industrial, and high-tech industries with customizable, flexible solutions and end-to-end laboratory operations support.

In this role you will:

Site Operations Leadership

• Own day-to-day operational delivery for the assigned site or functional scope, including scheduling, task prioritization, and exception management
• Set and communicate daily, weekly and monthly operational goals aligned to site and account-level plans
• Monitor real-time operational dashboards; reallocate resources proactively to maintain service levels
• Lead daily huddles and weekly operations reviews with the team and client contacts
• Serve as the escalation point of contact for operational issues during assigned shift and on-call periods
• Coordinate cross-functional responses to high-priority or high-impact customer requests

Workflow Design & Continuous Improvement

• Identify opportunities to streamline workflows, reduce non-value-added steps, and improve service quality
• Design and pilot workflow changes within authority; document and institutionalize successful improvements
• Recommend broader enhancements requiring Operations Manager or client approval, with supporting data and business case
• Lead or participate in site-level continuous improvement projects using structured problem-solving methods
• Partner with peer supervisors across the account to standardize effective practices
• Track and report improvement outcomes on productivity, quality, and client satisfaction metrics

Operational Problem Solving & Analysis

• Analyze operational data including service level reports, cycle count variances, and customer feedback to identify trends and root causes
• Develop and implement practical solutions for operational issues within scope of authority
• Escalate issues requiring broader intervention with fully developed root-cause analysis and proposed corrective actions
• Partner with Quality and Compliance teams on CAPA (Corrective and Preventive Action) activities
• Facilitate structured problem-solving sessions with the team (5-Why, Fishbone, or similar)

Performance Management & Talent Development

• Conduct performance reviews, goal setting, and development conversations for all direct reports on the Avantor HR cycle
• Identify and develop high-potential associates; maintain an active advancement pipeline for peer-level and roles
• Design and deliver team-level development activities including cross-training plans and skill-building exercises
• Lead or support hiring activities for associate and specialist roles; participate in interview panels for peer supervisor openings
• Partner with HR on complex employee relations matters, performance improvement plans, and progressive discipline
• Recognize strong performance formally and informally; nominate team members for awards and advancement

Vendor & External Partner Coordination

• Serve as the site-level point of contact for key vendors and third-party logistics partners
• Coordinate inbound delivery schedules, resolve shipment exceptions, and manage vendor performance issues within scope
• Participate in vendor performance reviews alongside the Operations Manager and Procurement
• Ensure vendor activities on-site comply with client access, safety and quality protocols
• Escalate vendor performance concerns to the Operations Manager with supporting documentation

Client Relationship Management

• Serve as a primary day-to-day relationship holder with client lab management and site leadership
• Lead regular operational reviews with client stakeholders, presenting service level performance and improvement initiatives
• Capture, log and respond to client feedback, service requests and complaints within defined SLAs
• Support account-level business reviews alongside the Operations Manager with analysis and site-specific insights
• Participate in client audits and regulatory inspections as the site operational lead

Safety, Quality & Compliance Oversight

• Own site-level safety performance for the assigned team; lead incident investigation and CAPA implementation
• Conduct regular documented safety walk-throughs and partner with client safety teams on joint audits
• Ensure all training certifications are current across the team; prevent assignment of work to associates with lapsed qualifications
• Lead team engagement in hazard identification and near-miss reporting
• Participate in internal Avantor quality audits and client-led compliance reviews

Workforce Planning & Budget Support

• Partner with the Operations Manager on site-level workforce planning, including headcount forecasting and schedule design
• Review and approve timecards, overtime, and PTO requests within approved budget parameters
• Monitor labor hours, overtime trends, and productivity metrics; flag variances with recommended actions
• Support preparation of site-level operating budget inputs and contribute to account-level financial reviews
• Manage small discretionary spend (team supplies, minor equipment) within delegated authority

Administrative & Reporting

• Compile and deliver weekly and monthly site operational reports for internal and client leadership
• Maintain accurate personnel records, training documentation and performance files in coordination with HR
• Document and maintain site SOPs, work instructions and training materials
• Support new business proposals and site expansion activities with operational input as requested

Disclaimer: The above statements are intended to describe the general nature and level of work being performed