Operations Support Specialist, Lab Liaison

Renovo Solutions•Philadelphia, PA

3d•Onsite

About The Position

Renovo Solutions is a nationwide healthcare and life sciences technology management company. The Lab Liaison owns the service transaction on instruments at an assigned Johnson & Johnson site under the Enterprise Laboratory Instrument Services (ELIS) program. This role involves receiving requests, checking instrument coverage, dispatching to engineers or vendors, tracking the service, escorting the work, verifying completion, and closing out the request. The role also handles intake, triaging requests that arrive directly from the laboratory, walk-ups, emails, or the system, as there is no separate service desk for North American sites in this program. The position is deliberately laboratory-facing and on-site, with escorting being a standing expectation. Lab Liaisons are assigned specific laboratories, buildings, or departments for clear ownership. The role reports to the OSS Supervisor or OSS Lead, or the Site Operations Manager, and works alongside Life Science Engineers and the Lifecycle and Relocations Coordinator.

Requirements

2+ years of experience in laboratory operations, equipment coordination, service coordination, dispatch, or a comparable coordination role.
Experience working directly with technical or scientific staff in their own environment.
Experience with a computerized maintenance management system (CMMS) or service management platform.
Ability to manage multiple open items across several laboratories without losing track.
Working knowledge of GxP requirements and laboratory documentation practice, or willingness to be trained.
Comfortable working in an active laboratory environment.
Abide by and follow Renovo safety policies, procedures, and injury and illness prevention expectations.
Maintain a safe working environment for self and others.
Follow applicable customer site safety requirements, OSHA guidelines, and laboratory or facility-specific procedures.
Complete required safety training assignments on time.
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.
Occasional lifting up to 15 kilograms with appropriate assistance or equipment.

Nice To Haves

Experience in a pharmaceutical, biotechnology or research environment.

Responsibilities

Receive service requests from laboratory staff via in-person, email, phone, and the system of record.
Triage requests for urgency, scientific impact, and instrument criticality, and set priority.
Confirm request completeness and gather missing information.
Route requests outside scope to the correct function (e.g., Lifecycle and Relocations) and confirm they are received.
Acknowledge requesters to confirm receipt of requests.
Check instrument coverage (warranty, service contract, time and materials, self-perform) before dispatching.
Dispatch work to Renovo engineers for self-performed platforms or to OEM/third parties for others.
Raise service requests, quotes, and purchase requisitions through the Sourcing and Payments team.
Flag coverage discrepancies.
Escalate entitlement issues or disproportionate costs to the Site Operations Manager.
Build and maintain the scheduled maintenance (SM) calendar for assigned laboratories.
Coordinate SM timing with laboratory staff to avoid conflicts with critical scientific work.
Manage SM deferments and cancellations, recording reasons and compliance impact.
Chase overdue and aging work orders.
Escalate SM that cannot be completed within its compliance window.
Coordinate vendor visits around laboratory availability and scientific priority.
Obtain and check service reports to support invoice approval.
Query service reports that do not match the reported fault or authorized scope.
Maintain a visible daily presence in assigned laboratories and build relationships with staff.
Take requests at the bench and provide status and timing updates.
Anticipate instrument base issues and impact.
Surface recurring problems, emerging needs, and new equipment to the Site Operations Manager.
Own the accuracy of work order data (status, completion, vendor, cost) for the assigned area.
Maintain correct asset location, status, and coverage position in the system of record.
Close work orders with complete data for reporting, invoicing, and KPIs.
Raise record discrepancies found in the laboratory.
Provide accurate area data for audits, entitlement reviews, and reporting.
Meet GxP and client quality system documentation requirements.
Support audits and quality reviews.
Follow laboratory safety requirements (biological, chemical, electrical, cryogenic hazards).
Exercise stop-work authority when work cannot be performed safely.
Escort and host OEM and third-party personnel in client laboratories and equipment areas.
Confirm third-party personnel meet site access, induction, and safety requirements.
Remain with third-party personnel during work where required.
Confirm work performed matches authorization and the area is left clean, safe, and operational.
Verify service reports/work records are complete before third parties leave.
Escalate immediately if third parties arrive unannounced, lack documentation, or attempt out-of-scope work.