The Everest Group

*A division of The Everest Search Group, Inc., Los
  Angeles, CA
*The Everest Search Group Inc., Lake Tahoe, NV

Ranked Top 200 of America's Best Executive Search Firms in 2017 by Forbes

Director Laboratory Testing

About the Company
Our client Zoetis, discovers, develops, manufactures, and markets veterinary vaccines and medicines, complemented by diagnostic products and genetic tests and supported by a range of services with over $4B in annual revenue and over 60 years as a leader in the animal health industry. 

Location: Mid-West

Position Overview
Provides leadership and management to the laboratory and customer service operations and oversees all activities to meet safety, quality, production, cost and customer service objectives. It also includes working with Sales, Marketing and Senior Leadership to ensure revenue and customer satisfaction goals are met. The role requires strong team-oriented interaction with other business units to ensure efficient transitions of new products from the R&D environment to the Production environment. Further, this position is responsible for providing communication and leadership around new product rollout and revisions to the Operations Teams. Is a member of the Genetics Leadership Team (GLT) and is a key contributor to decisions made by the Leadership Team, particularly in the areas of laboratory production, customer service, interaction with industry partners, and overall employee engagement.

• Provide leadership within the Laboratory and Customer Service areas to drive process performance and achieve maximized business profitability by increasing throughputs, reducing loss, and improving employee engagement.
• Understands financial drivers in the form of budgets, cost, yields, operating plans, etc., and directs Laboratory Operations and Customer Service to ensure maximum output for minimum cost.
• Responsible for setting and meeting budgeted financial plans, controlling expenses and minimizing facility repairs. Drives customer support by guiding Customer Services Leadership to ensure that customer and field force needs are addressed satisfactory. 
• Monitors KPI’s, drives weekly and monthly analysis of KPIs, and responds to OOS performance of individual assays and/or platforms as required.
• Understand operational and technical issues and work directly with Laboratory Manager and Technical Manager to identify required objectives, identify cost-effective solutions, and allocate resources appropriately. 
• Improves quality of operations and improves consistency by utilizing performance metrics—as well as operational, quality, and customer service procedures. 
• Utilizes Continuous Quality Improvement methods and approaches to optimize productivity and quality of services.
• Direct the definition and execution of customer service functions. Specifically overseeing management; ensuring employee engagement, high efficiency processes, industry-leading response times, and quality for service and product delivery. Clearly defines service levels and implements tools to measure and report against performance.
• Analysis and development of opportunities that will result in increased customer satisfaction, efficiency and productivity through interaction with the ZGLT, sales force leadership, and industry partners.
• Provides oversight of contract laboratories and their performance. Assists or leads remediation as necessary.
• Provides oversight for inventory management and maintaining adequate operational supplies.
• Oversight and alignment of Customer Service divisions in other markets as required.
• Accountability for relationships and product integrity resulting in positive customer satisfaction ratings
• Improve customer feedback mechanism to inform product development, improve customer satisfaction, and increase the lifetime value of our customers.
• Participates in the development and maintenance of a company culture characterized by highly motivated employees with clear understanding of their roles and a strong focus on customer satisfaction.
• Provide ongoing development, feedback, coaching, and mentoring to the Laboratory and Customer Services Teams.
• Foster and lead interdepartmental communication and teamwork to meet customer needs.
• Provides guidance and direction to production staff training and development needs in order to maintain

• Bachelor’s degree in a scientific discipline (biology or chemistry ideal)
• 10+ years experience with the Life Sciences industry ideal.
• Strong communication skills- both verbal and written. Comfortable presenting to large audiences. 
• Conflict resolution skills & fundamental leadership abilities. 
• Effective employee engagement skills, including genuine employee reward and recognition ability.
• Ability to work collaboratively with diverse personalities. 
• Business planning and execution ability. 
• Demonstrates critical thinking and expert decision making.
• Knowledge of various genotyping and DNA extraction platforms and methods.
• Keen understanding of high throughput genotyping laboratories.
• Strong customer service skills with demonstrated ability to effectively deal with escalated customer concerns
• Strong computer skills, including proficiency with word processing and spreadsheets.
• Comfortable and able to act decisively in a rapidly changing environment. 
• Lean Six Sigma or previous CI experience a plus.
• Willingness to travel as required 

• Base
• Bonus
• Long-term bonus
• Relocation
• Benefits
• Stock program
• 401k match