Operations Support Specialist, Lead

Renovo Solutions•Philadelphia, PA

1d•Onsite

About The Position

Renovo Solutions is a nationwide healthcare and life sciences technology management company. The Operations Support Specialist, Lead owns and leads a defined scope under the Enterprise Laboratory Instrument Services (ELIS) program. This scope can be a whole client site, a group of departments or laboratories, or a site coordination team at larger campuses. The role carries a full coordination caseload alongside accountability for the scope's performance, including intake, entitlement check, dispatch, escort, verification, and closeout. It also involves judgment and escalation authority, such as deciding on entitlement questions, challenging vendor quotes, making deferment decisions, and determining what issues to escalate versus resolve locally.

Requirements

4+ years of experience in laboratory operations, equipment coordination, service coordination or a comparable coordination role.
Demonstrated experience owning a defined scope and being held accountable for its performance, whether or not the role carried a formal title.
Experience working directly with scientific or technical staff in their own environment.
Experience with a computerized maintenance management system (CMMS) or service management platform, including reporting from it.
Demonstrated judgment on service entitlement, vendor quotes and maintenance deferment.
Ability to operate independently with limited on-site support, for assignments at standalone sites.
Working knowledge of GxP requirements, data integrity expectations and laboratory documentation practice.
Comfortable directing a technical colleague on work allocation and priority without overstepping into technical judgment, for assignments where an engineer reports to this role.
Abide by and follow Renovo safety policies, procedures, and injury and illness prevention expectations.
Maintain a safe working environment for self and others when visiting customer sites, laboratories, offices, or operational environments.
Follow applicable customer site safety requirements, OSHA guidelines, and laboratory or facility-specific procedures as required.
Complete required safety training assignments on time.

Nice To Haves

Experience directing or coaching other staff preferred, and required where the assigned scope includes site staff.
Experience in a pharmaceutical, biotechnology or research environment strongly preferred.

Responsibilities

Own the assigned scope, whether that scope is a whole site, a group of laboratories or departments, or a site coordination team.
Be accountable for service performance across the entire scope, not only for personally handled work.
Set priority across the scope and resolve competing demands between laboratories or departments.
Represent the scope in site and program operating reviews with accurate status, including what is not working.
Surface recurring problems, emerging service needs, new equipment entering the scope and scope growth to the reporting manager.
Carry a full coordination caseload alongside the leadership responsibilities of the role.
Receive service requests by any route, including in person, email, phone and the system of record, and triage for urgency, scientific impact and instrument criticality.
Check the coverage position of an instrument before dispatch: warranty, service contract, time and materials, or self-perform.
Dispatch to a Renovo engineer where the platform is self-performed and to the OEM or third party where it is not.
Build and maintain the scheduled maintenance (SM) calendar for the scope, and coordinate timing so maintenance does not collide with critical scientific work.
Track demand maintenance (DM) through to resolution and chase overdue and aging work orders rather than letting them accumulate.
Resolve entitlement questions within the scope, and escalate only where the position is genuinely unclear or the value is disproportionate.
Review vendor and OEM quotes and challenge scope or cost that does not match the reported fault.
Take deferment and cancellation decisions on scheduled maintenance with the reason recorded and the compliance impact understood.
Decide what is resolved locally and what is escalated, and close the loop rather than routing issues upward by default.
Flag coverage that does not match how an instrument is actually used, in either direction, and build the case for change.
Allocate work across the site team day to day and set daily and weekly priority.
Where a Life Science Engineer reports to this role, allocate their work and priority, and coordinate their time against laboratory availability, while leaving technical judgment, return-to-service decisions and platform qualification with the engineer and the technical escalation path.
Coach and develop coordinators on entitlement judgment, documentation quality and laboratory relationships.
Verify coordinators are trained and qualified before they work independently in a laboratory or on the platform.
Build coverage depth so no laboratory relationship, department or instrument platform depends on one person.
Support the Site Operations Manager or Regional Director on hiring, onboarding and performance input for the site team.
Own site continuity planning for any direct report, including cover during absence and a documented handover.
Own accuracy and completeness of the record across the whole scope, not only for personally handled work orders.
Keep asset location, status, configuration and coverage position correct in the system of record for the scope.
Close work orders with complete and accurate data so reporting, invoicing and contractual key performance indicators hold up.
Run periodic reconciliation of the physical asset base against the system of record and close the gaps found.
Provide accurate scope data for audits, entitlement reviews, budget cycles and contractual reporting.
Raise record discrepancies and apply the standards set by the Manager, Master Data and Systems consistently.
Maintain a named peer pairing with an assigned hub site, and keep that peer current enough to cover the site at short notice.
Document site procedures, laboratory contacts, escalation paths, access requirements and platform specifics so site knowledge sits in the platform rather than personally.
Plan, schedule and host engineering visits from the paired hub site, and prepare the work list in advance so visit time is used well.
Own the local relationship with OEM and third-party service providers covering the site.
Maintain a documented handover pack that allows the paired site to run the location during absence.
Own the local relationship with vendors covering the scope, including performance and responsiveness.
Confirm the service report supports the invoice before approval, and query it where it does not.
Follow laboratory safety requirements including biological, chemical, electrical and cryogenic hazards.
Exercise stop-work authority when work cannot be performed safely, and escalate rather than proceed.
Meet GxP and client quality system documentation requirements for all work coordinated within the scope.
Support internal and client audits, quality reviews and regulatory inspections covering the scope.
Maintain the standard operating procedures applicable to the scope and keep them aligned to actual practice.
Escort and host OEM and third-party personnel in client laboratories and equipment areas, on request and regardless of whose scope the instrument sits in.
Confirm third-party personnel are inducted, badged, trained, and compliant with client site access and safety requirements before they enter a laboratory.
Remain with third-party personnel while they work where the area, the hazard, or the client requires continuous accompaniment.
Confirm the work performed matches what was authorised, and that the area is left clean, safe, and operational.
Verify the service report or work record is complete before the third party leaves site, and route it for invoice verification.
Escalate immediately where a third party arrives unannounced, without correct documentation, or attempts work outside the authorised scope.