Laboratory Support Services Manager

Position Overview

The Manager, Laboratory Support Services is responsible for providing leadership and operational oversight for all non-analytical laboratory support functions, including specimen logistics, data entry, send outs and operational coordination with laboratory staff. This role serves as the primary point of integration between laboratory operations, customer service, account management, and IT/LIMS resources to ensure high-quality, efficiency, and customer-focused support for all Eurofins DPT testing. The Manager ensures that support workflows operate reliably, quality standards are consistently met, departmental metrics are monitored and acted upon, and the team is properly staffed, trained, and developed. This position plays a key role in maintaining regulatory readiness, supporting continuous improvement initiatives, and modeling Eurofins’ values, service expectations, and quality culture.

Key Responsibilities

Leadership & People Management

• Provide leadership, direction, and coaching to support supervisors and staff.
• Hold regular one-on-one meetings focused on performance, accountability, and development.
• Maintain appropriate staffing levels and ensure personnel are properly trained.
• Support hiring decisions, onboarding, corrective action, and performance improvement when needed.
• Foster a positive, collaborative, customer-focused team culture.

Operational Oversight

• Oversee workflow for specimen logistics, data entry, send outs and client services interactions to ensure efficient and timely processing.
• Ensure all team members follow established SOPs, methods, and quality requirements.
• Partner with laboratory management to maintain reliable support processes and smooth handoffs to the lab.
• Assist with departmental budgets and vendor contract activities, as appropriate.

Client & Stakeholder Engagement

• Serve as the first point of contact for customer inquiries, ensuring professional and responsive communication.
• Maintain strong working relationships with clients, account managers, and internal teams.
• Act as liaison between support services and laboratory operations to ensure clear communication and timely issue resolution.

Continuous Improvement & Project Leadership

• Lead and participate in projects that improve workflow efficiency, quality, and scalability.
• Use project management practices to track progress and successfully implement improvements.
• Build cross-functional relationships to support operational stability and problem resolution.
• Work with IT to support LabVantage (LIMS) functionality and workflow improvements.
• Identify opportunities to automate or streamline support processes.
• Assist with system upgrades and data-related process improvements.

Regulatory, Quality Assurance & Quality Control

• Collect, analyze, and present departmental metrics for Quality Indicator Meetings.
• Review personnel monitoring results, communicate findings to staff, and ensure timely retraining or corrective steps when needed.
• Maintain dashboards and performance indicators to support operational planning and quality improvement.
• Conduct timely and thorough investigations of customer concerns (CCs), nonconformances, and quality events.
• Perform root cause analysis and work with leadership to develop and implement CAPAs.
• Ensure investigation documentation is complete, accurate, and compliant with internal and external requirements.
• Serve as the primary contact for internal audits, external audits, regulatory inspections, and client audits.
• Coordinate pre-audit preparation, documentation collection, and staff readiness activities.
• Support implementation and closure of audit findings and maintain ongoing compliance with Eurofins and regulatory standards.