• Leading and coaching a team of Consultants • Overseeing the team's performance and quality • Exploring new opportunities and growth areas • Mentoring and training junior staff members • Providing advice and coaching on case management practices, whilst also managing a reduced, specialised case load of your own. • Identifying Return To Work barriers and, designing, implementing and monitoring those programs that assist injured employees return to the workforce as required.

• Monitor agents' tasks, shared email inbox, and phone time accountability • Assist with task organization and completion • Collaborate on initial and ongoing reservations agent training • Answer team’s questions and concerns • Jump in directly with customers during busy periods, walking them through the reservation process

• Ensure PerkinElmer and client QHSE (Quality, Health, Safety & Environment) rules are known and followed by field personnel • Optimize service schedules for field technicians organized by the Client Manager(s) • Monitor inventories and ensure spare parts stocks are properly managed • Serve as the technical authority for services performed on client equipment (technical advice, application support, failure-management strategies, crisis management, etc.) • Monitor technicians’ completion of planned services in line with defined objectives • Ensure teams record performed services in PerkinElmer’s maintenance management system used on the client site and, if required, in the client’s own IT system • Oversee proper processing of billable services by the responsible service(s) • Contribute to the optimal (operational and financial) management of relationships with external service providers and to their evaluation • Analyze key performance indicators (KPIs), identify deviations, and develop and implement necessary action plans • Contribute to preparing operational reports and communicating them to clients • Handle all client complaints in accordance with internal procedures • Propose and implement procedures and processes to continuously improve quality, cost and duration of interventions • Promote the benefits of the OneSource program to technical services, laboratory managers and on-site users • Ensure proper upkeep of PerkinElmer premises on client sites and, more generally, preserve PerkinElmer’s image with the client • Act as the primary contact for the client’s technical contracting authority; organize and lead monthly meetings with them • Communicate regularly with the business/sales team about leads, concerns and difficult client situations and ensure technical teams escalate this information • Report competitive information and trends that may impact the Service OneSource growth strategy • Be responsible for the contracted equipment base in your territory and ensure the installed base is maintained year over year • Manage contract renewals in collaboration with site contacts • Participate in selling service contracts in collaboration with relevant stakeholders • Implement a sales strategy for consumables, training, OQ (Operational Qualification), additional workstations, relocations and other billable supplementary services

Role Description As a Team Lead, you are responsible for executing processes defined by the client or management. You will need to efficiently manage a large amount of often sensitive or confidential information. The role will require keen attention to detail while maintaining productivity at defined proficiency levels. Qualifications - Bachelor's/College Degree in any field you’re passionate about! - 1 year of leadership experience. - 3+ years of Customer Support experience. - Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications. - Excellent verbal and written communication skills. - An ability to understand and communicate complex ideas to clients. - Aptitude to quickly learn and navigate new technology, systems, and applications. - Ability to accept feedback gracefully and with an open mind. - Customer orientation and ability to adapt/respond to customers with diverse backgrounds. Requirements - Supervise and lead a team of team members during the assigned shift. - Provide guidance, coaching, and support to ensure team members meet their goals and objectives. - Ensure support and acknowledgment of quality standards aligned with our client and customer experience. - Implement quality control procedures and address any quality issues promptly. - Monitor and track key performance metrics, such as agent tasks and responsibilities. - Take corrective actions as needed to meet or exceed performance targets. - Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge. - Foster a culture of continuous improvements through weekly 1:1s and impromptu coaching sessions. - Maintain open and effective communication channels with team members, other shift leads, and management. - Report any issues, escalations, or opportunities for improvement. - Address operational challenges and resolve issues that may arise during the shift. - Collaborate with other departments to find solutions to complex problems. - Ensure the helpdesk is managed by checking agent availability and SLA tickets. - Be available as the POC in the management queue to do escalations. Benefits - Impact-driven work environment. - Opportunity to contribute to Boldr's growth and purpose. - Supportive team culture that values authenticity, curiosity, and dynamism.