Operations Support Specialist, Lab Liaison

Renovo Solutions is a healthcare and life sciences technology management company. We offer a range of opportunities for employees to grow within the company. With a presence across the United States and a growing footprint in Europe, we provide comprehensive solutions for managing and maintaining the equipment our clients depend on. We prioritize investing in our employees' development, offering various phases and advancement paths. Through ongoing training, mentorship programs, and a supportive work environment, we foster professional growth and promote from within. Join our team to make a difference while advancing your career with Renovo.

Renovo Solutions is a healthcare and life sciences technology management company. We offer a range of opportunities for employees to grow within the company. With a presence across the United States and a growing footprint in Europe, we provide comprehensive solutions for managing and maintaining the equipment our clients depend on. We prioritize investing in our employees' development, offering various phases and advancement paths. Through ongoing training, mentorship programs, and a supportive work environment, we foster professional growth and promote from within. Join our team to make a difference while advancing your career with Renovo.

Summary

The Operations Support Specialist, Lab Liaison owns the service transaction for the instruments in an assigned set of laboratories: from the request, through the coverage check and dispatch, to escort to the laboratory, completion and closeout.

The role also carries intake. Where a lab support contractor (LSC) is present in the area, requests will likely come through the LSC. Where there is no separate service desk, requests arrive here directly from a laboratory, a walk-up, an email or the system. Triaging and routing that intake correctly is part of the job.

The role checks coverage before dispatch, sends the work to a Renovo engineer or a vendor, coordinates scheduled maintenance with the laboratories, and keeps the work order record right.

The role reports to the OSS Supervisor where the assigned site runs that seat, takes daily work allocation from the OSS Lead where there is one, and reports to the Site Operations Manager where neither seat exists. It works alongside the Life Science Engineers on self-perform work, and the Lifecycle and Relocations Coordinator on assets entering, leaving or moving within the estate. Asset change requests (ARCs) are taken here at intake and routed to Lifecycle and Relocations, which completes them.

What you will do

Intake and triage

• Receive service requests by any route, including through the LSC when that role is present in the area, in person, email, phone and the system of record.
• Log every request in the system of record at intake.
• Triage each request for urgency and instrument criticality, taking the view of scientific impact from the laboratory or the LSC, and set priority accordingly.
• Route requests outside scope to the correct function, including asset change requests (ARCs) to Lifecycle and Relocations, and confirm they land.

Coverage check and dispatch

• Check the coverage position of every instrument before dispatch: warranty, service contract, time and materials, or self-perform.
• Raise coverage that appears not to match how the instrument is used, so it can be considered in the J&J entitlement review.
• Route corrective maintenance (CM) quotes above the J&J approval threshold through the J&J CM cost approval process, and escalation where coverage is unclear.
• Dispatch to a Renovo engineer or a vendor, and confirm the visit is booked.
• Raise service requests, quotes and purchase requisitions through Sourcing and Payments.

Scheduled maintenance

• Coordinate the scheduled maintenance (SM) calendar for the assigned laboratories from the tasks the CMMS generates, and propose changes to J&J.
• Coordinate SM timing with laboratory stakeholders, which can be the LSC, so maintenance does not collide with critical scientific work.
• Route deferment and cancellation requests to J&J for decision, with the reason recorded and the compliance impact understood.

Laboratory relationship (optional, depending on the area)

• Keep a visible presence in the assigned laboratories, daily depending on the area, and be known by name to the stakeholder staff working there.
• Know the installed base in the assigned area and the criticality of each instrument, so the impact of a breakdown is understood right away.
• Keep laboratory stakeholders updated on the status of open work.

Records

• Own the accuracy of work order data in the assigned scope, and close work orders completely and on time.
• Raise asset location, status and c