Operations Support Specialist, Lab Liaison

Why 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 escalate 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 coverage discrepancies to the Lifecycle and Relocations Coordinator, who owns the asset register. No change to J&J master data is made without J&J approval.

Safety: Follow laboratory safety requirements, including biological, chemical, electrical and cryogenic hazards. Pause any Renovo work that can't be done safely. Let J&J site safety know right away about unsafe work by others, and step in only where J&J site rules allow. Escort and vendor hosting, a standing expectation of every site-based role: Escort OEM and third-party personnel to the laboratory on request, whichever party holds the service scope.

Laboratory staff take over at the laboratory door, in line with the site escort standard agreed with J&J. Confirm third-party personnel are inducted, badged, trained and meet J&J site access and safety requirements before they enter a laboratory. Hand third-party personnel over to laboratory staff at the laboratory door.

Accompaniment inside the laboratory sits with the laboratory. Confirm the service record is complete, with the laboratory confirming the work was done as authorized, before the third party leaves. Route the record for invoice verification. Raise it right away if a third party arrives unannounced, without correct documentation, or begins work outside the authorized scope.

Qualifications

2+ years in service coordination, laboratory operations, dispatch or a customer-facing administrative role. Experience with a CMMS or ticketing system. Comfortable working in an active laboratory environment. Organized, with strong follow-through on open items. Experience in a pharmaceutical, biotechnology or research environment preferred.

Fluent English. Dutch, French or German, matching the assigned site, preferred. Education/Special Training: Associate or Bachelor's degree preferred, in a scientific, technical or business discipline. Equivalent experience considered. Training in laboratory safety, GxP and data integrity provided or required. CMMS and platform training provided after hire.

Training on any site-specific system of record used at the assigned location provided after hire. Required Competencies: Ownership - treats every open request as theirs until it is closed. Prioritization - knows which requests matter most. Relationship Building - known and trusted by name in the assigned laboratories.

Accuracy - gets the record right the first time. Communication - keeps the laboratory informed without being chased. Integrity - owns mistakes openly, is honest and direct, and acts in the best interest of clients, colleagues and Renovo. Success Measures: Scheduled maintenance completion against plan for the assigned laboratories Corrective maintenance response and resolution time Coverage checked before dispatch Work order closeout quality and timeliness Overdue and aging work order volume ARCs routed to Lifecycle and Relocations the same day Laboratory feedback Unsafe situations logged in the J&J site safety system and reported to Renovo the same day, with the J&J reference recorded Safety Requirements: Abide by and follow Renovo safety policies, procedures, and injury and illness prevention expectations.

Maintain a safe working environment for self and others at customer sites, laboratories, offices and operational environments. Follow applicable customer site safety requirements, national health and safety law, and laboratory or facility-specific procedures. Speak up right away about any unsafe condition, unsafe act, near miss, injury or incident, whoever was involved.

Log it in the J&J site safety reporting system and report it to Renovo through the Renovo incident reporting process, both on the same day. Record the J&J log reference in the Renovo report, so each event traces from the J&J record to the Renovo record and through to closure. Support the investigation, and follow corrective actions assigned to Renovo through to closure.

Complete required safety training assignments on time. Physical Requirements: Regular presence in active laboratory environments, including areas with biological, chemical, electrical and cryogenic hazards. Ability to wear required personal protective equipment for extended periods. Ability to move about a multi-building site throughout the day, including standing and walking for long periods.

Occasional lifting up to 15 kilograms with appropriate assistance or equipment. Travel up to 5 percent, for training and peer site cover. Classification: FLSA: Not applicable (employed outside the United States). Employment terms follow the country of employment. **Note: This position description does not list every activity, duty, and responsibility of the position and may be altered by RENOVO at any time.

EEO Statement RENOVO Solutions provides equal opportunities to all employees and applicants, without regard to sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation, or any other characteristic protected under applicable European and national law. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leaves of absence, compensation and training.

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position. This position description does not form part of the contract of employment. Terms of employment are set out in the employment contract and applicable law.