Service Admin Supervisor

Job Posted 7/9/2024
Bio-Rad Laboratories, Inc.
5731 W. Las Positas Blvd
Pleasanton, CA
United States
Category BioTech
Job Description

The Service Admin Supervisor will be responsible for managing a team Field Scheduling Coordinators. This role will be responsible for general management of the team, staffing, ensuring critical KPIs are met including Service Response time, Service Resolution time and Customer Satisfaction. The supervisor will be responsible for managing and distributing the workload through the team and providing cross-training as needed. This role partners with the Customer Care management team. The Service Admin Supervisor should have an understanding of creation of processes, the ability to implement processes while working in a remote cross functional team, as well as the ability to innovate and think creatively.

The Service Admin Supervisor will work with their team to create a seamless experience for Bio-Rad’s customers as it relates to service. The incumbent will be responsible for creating, maintaining and improving service processes. Strong prioritization, interpersonal, organizational and communication skills are required. The successful candidate will possess the ability to manage multiple deadlines in a high-pressure environment while maintaining strong internal and external customer satisfaction. This is also a working supervisor role requiring the incumbent to provide tactical support to their team, as needed to ensure workload is managed and executed in a timely and efficient manner.

How You’ll Make An Impact: 

  • Build and train a strong team of Field Service Schedulers. 

  • Reduce administrative burden on Field Service Engineers and Regional Managers by interfacing with customers and scheduling service calls. 

  • Improve response time to customers. 

  • Increase scheduling efficiency by having visibility to open work orders. 

  • Provide a seamless experience for Bio-Rad’s customers as it relates to service.

What You Bring: 

  • Education: Bachelors or higher in Biology, Chemistry, Engineering, Project Management or equivalent time spent working in roles in a similar industry. 

  • Work Experience: 5+ years in relevant supervisory experience including managing remote employees or 9+ years in a related role. 

  • 5+ years experience in a customer facing role. 

  • Experience in SalesForce CRM, particularly in Report and Dashboard functions for Key Performance Indicators. 

  • Process development and improvement experience.

Location: Bio-Rad is pleased to offer the flexibility of Remote Work for this role anywhere in the U.S.


Total Rewards Package: At Bio-Rad, we’re empowered by our purpose and recognize that our employees are as well. That’s why we offer a competitive and comprehensive Total Rewards Program that provides value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Bio-Rad's robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee’s work and life cycle.


Benefits: We’re proud to offer a variety of options, including competitive medical plans for you and your family, free HSA funds, a new fertility offering with stipend, group life and disability,  paid parental leave, 401k plus profit sharing, an employee stock purchase program, a new upgraded and streamlined mental health platform, extensive learning and development opportunities, education benefits, student debt relief program, pet insurance, wellness challenges and support, paid time off, Employee Resource Groups (ERG’s), and more! 


Compensation: The estimated annual salary for this position is $66,200 to $112,800 at the time of posting. This range is inclusive of all geographic locations within the United States*.  Actual compensation will be provided in writing at the time of an offer, if applicable, and is based on several factors we believe fairly and accurately impact compensation, including geographic location, experience, knowledge, skills, abilities, and other job permitted factors. This position is eligible for a variable annual bonus, which is dependent upon achievement of your individual objectives and Company performance. 

*Minimum reflects our lowest paying locations, and the top end reflects our highest paying locations. The range in your geographic location will vary but will be within the indicated ranges. 


Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.  


EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with physical or mental disabilities, and people of all race, color, sex, sexual orientation, gender identity, religion, national origin and citizenship status are encouraged to apply.


Agency Non-Solicitation: Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.


Fraud Alert: Bio-Rad has received reports of individuals posing as Bio-Rad recruiters to obtain information, including personal and financial, from applicants. Beware of these fake "recruiters" and job scams. Click here for more information on this scam and how to avoid it.


Legal Entity: (USA_1000)Bio-Rad Laboratories, Inc.