Supervisor, Client Service

Job Description

Responsible for providing leadership, direction, and training to Sample Management personnel supporting sample receipt, preparation, handling, storage, and internal distribution within an ISO 17025-accredited analytical laboratory. Facilitates employee conformance to Good Laboratory Practices, chain-of-custody requirements, and all applicable SOPs. Ensures compliance with client, regulatory, and contractual requirements, including CFIA programs, and communicates requirements effectively to laboratory personnel and cross-functional teams.

JOB FUNCTIONS

• Oversees all Sample Management activities including sample receipt, preparation, labeling, storage, sub-sampling, and internal distribution
• Performs Sample Management functions as required to support operational needs during high-volume or time-sensitive periods
• Responsible for interviewing, hiring, onboarding, and training Sample Receiving and Sample Prep personnel
• Ensures accurate and timely sample login in LIMS, including correct test selection, prioritization, and regulatory tagging
• Monitors sample flow, turnaround time, and backlog to identify and resolve operational bottlenecks
• Ensures sample integrity, traceability, temperature control, and chain-of-custody throughout the sample lifecycle
• Interfaces with Client Services to support client requirements and resolve sample-related issues
• Provides feedback to direct reports, conducts employee performance reviews, and provides ongoing coaching and development
• Schedules personnel to ensure adequate coverage and efficient operations during routine and peak workload periods
• Communicates operational updates, procedural changes, and priorities to the Sample Management team
• Identifies quality-related issues and initiates timely investigation, corrective actions, and follow-up
• Ensures the Quality Management System is maintained in accordance with ISO 17025 standards and internal procedures
• Supports internal and external audits related to sample management activities

LEADERSHIP / SUPERVISORY RESPONSIBILITIES

SALARY RANGE $62,000 — $80,000 CAD

Qualifications

EDUCATION AND EXPERIENCE